In his keynote, Faisal Mulla examines how utilities can address growing concerns around customer affordability and rising debt levels in a volatile economic landscape. He explores how proactive debt management, supported by intelligent billing platforms like MECOMS 365, can help utilities identify at-risk customers early and offer tailored support before issues escalate. Faisal highlights how analytics, sentiment detection, and omnichannel engagement, powered by Microsoft’s Digital Contact Centre, enable utilities to respond with understanding, empathy, and precision.
By combining real-time customer insights with flexible payment plans and automated workflows, utilities can both support vulnerable households and protect revenue streams in the long run. He will walk the audience through how utilities can connect product definitions to market-sensitive pricing, automate contract creation and renewals, and offer customer-centric solutions that align with today’s flexible energy use patterns. By using the built-in capabilities of MECOMS 365, utilities can accelerate time-to-market for new products and maintain full control over the meter-to-cash process in a dynamic regulatory and economic environment.