Annual Report 2015
Echo works closely with its customers in all areas of its core services,
demonstrating a total commitment to quality customer experiences.
Echo Managed Services (Echo) is
a specialist outsourced provider of
complex multi-channel customer
contact services, comprehensive
debt management solutions and the
developer of the market leading water
billing and customer information
system, RapidXtra.
Echo’s key focus is to help its
customers deliver a high quality endto-end customer journey. Combining
best practice specialist services and
solutions with highly skilled and
knowledgeable people, our three
core services help our customers to
improve their billing, debt recovery
and customer contact processes to
enhance their customers’ experience,
build loyalty and enhance profitability.
22
2014/15 was a year of growth for
Echo with some significant contract
wins, strategically important contract
renewals and an array of ongoing
implementations. Over achieving
against both profit and cash targets,
Echo also launched a new corporate
website and created a vision, mission
statement and a set of values that
outline the company’s core purpose,
ethos and culture, which will underpin
the business strategy moving forward.
Market leading customer billing
Echo’s billing and customer information
system, RapidXtra, continues to hold
a market leading position within the
UK water sector. With nine client
implementations already delivered,
RapidXtra’s single largest client,
Dŵr Cymru (Welsh Water), serving
approximately 1.5 million homes and
businesses, went live successfully with
the system in 2015.
The expansion of non-household
retail competition in 2017 is a
significant priority for UK water
companies. Acknowledging this,
we have been heavily engaged with
water companies on the potential for
RapidXtra to service their commercial
customer retail system requirements.
This engagement, combined with
the significant investment made in
product development, has already
resulted in contracts being secured
for Anglian Water Business and Severn
Trent Services. These successes should
provide the foundation for RapidXtra
to be the water billing system of
choice within the new ‘competition’
based market.