The challenge
A major water supplier using Experian services across their portfolio of over six million customers wanted an independent review based on upcoming contractual conversations.
The solution
Arum reviewed the client’s current Experian services, including their collections system, decisioning, data enrichment, and bureau reporting, focusing on:
- Current architectural setup and dependencies of all Experian services to understand areas that make movement difficult
- Existing contractual arrangements, including the service and support model, to understand and outline any risks and opportunities
- Vendor performance and service review observations session to detail the relevancy, and preparedness of the vendor
- End-to-end journey of the services, their linkages, to analyse any potential risks and issues
The results
- We delivered a detailed report, outlining all findings with a set of risks, recommendations, and mitigating actions that would improve the current service agreement
- We provided options for unbundling the current arrangements with Experian to better align to the client’s future strategic objectives
The client subsequently remained with Experian for the bulk of their services, however embedded many of our recommendations from a service management and accountability perspective.