Explain or Fix
Split a viral bill wave into what needs explaining and what needs fixing.
The job
Separates a viral wave of bill complaints into what needs explaining (seasonal use, estimated readings, tariffs) and real faults (meter errors, double charges, system bugs). Explains the first to everyone, fixes the second person by person, and prevents the next season's wave.
The moment
An influencer's post saying "my bill tripled" goes viral. The app sorts every related complaint into two lanes: bills that need explaining and bills that need fixing.
The result: 71% come down to seasonal use, 18% to estimated meter readings, and 11% look like real meter faults, affecting 43 people.
A blanket denial the company could have issued appears crossed out, with the 43 customers' own words stamped over it.
The explanation goes to the communications team to send out, and each of the 43 people gets a call.
What it does
- Override a lane
- Publish the explainer, FAQ and AI-agent answer
- Send the explainer to Explain-lane contacts
- Create fix cases
- Book a callback
- Request a refund
What you see
Two-lane sorting machine (Explain lane, Fix lane) with a crossed-out 'road not taken' denial and a pre-season readiness view
What it moves
How far questions fall once the explanation goes out, days to resolve genuine faults, the dollar cost of genuine faults in each wave, and the season-on-season change in complaints that only needed explaining, a sign of bill shock prevented.
Built for
- Finance
- CX leaders & VoC
- Marketing, brand & comms
