Customer Stories
Running lean internal operations while maximizing output is a critical focus for CNR. Prior to joining CNR, Kelly Davis, the company’s controller, managed an internal accounting team at another private equity-backed operator. For that company’s small team to be successful, the business outsourced several accounting functions. With about 10,000 owners and an internal staff of 14, Kelly knew outsourcing owner support was the best option to maximize CNR’s accounting team’s efficiency and hiring needs. It would allow the internal staff to focus on important tasks without the distraction of owner inquiries.
CNR first wanted to establish an online owner portal, where owners could securely access their accounts and complete certain task (like change of address requests) at their convenience. Self service access to owner information is a proven way to reduce many high-level owner questions. After establishing an owner portal with Enverus, CNR looked to provide a point-of-contact that was familiar with oil and gas accounting and land-related issues and processes that could answer owner questions and resolve issues.
Enverus Call Center Support Services offered a perfect solution. The call center agents are experienced oil and gas professionals who can assist owners with a multitude of questions and know which contact to direct specific inquiries to for follow up. CNR also appreciated that Enverus agents are available Monday through Friday, from 8 a.m.- 5 p.m., so the company knew their owners could speak to a live person.
Finally, CNR looked for any opportunities to eliminate manual, repetitive tasks. With such a large owner network, printing checks and stuffing envelopes for monthly check runs is a necessary, time-consuming task. Enverus Print and Mail Services can print and mail different document types, from revenue detail and land checks to one-time communications and seasonal statements like 1099s. This provided CNR flexibility to scale its print and mail needs without having to cover the overhead expense of having in-house print equipment.
Call Center
CNR immediately began seeing the positive impact of Enverus call center agents managing initial owner inquiries. The service empowered the internal team for several reasons beyond alleviating call volumes.
Agents also help CNR deploy strategic initiatives. For example, the company provides ACH as an option, but didn’t want to deal directly with owner bank information. CNR’s bank provided the company with red codes that allowed owners to log into the self-service owner portal and sign up for ACH. The call center agents were able to provide information on this process and help owners sign up. Also, the call center agents encourage owners to register online, so they can easily retrieve 1099 statements and revenue detail on their own. This reduces the company’s print and mail expenses.
CNR recently experienced growth in its owner count from a merger and taking on management of another entity. They needed a plan to provide owner support to the new owners. To ensure the company was prepared to manage the influx of owner calls, CNR and Enverus worked together, setting up a process for new owners to access support. Kelly adds that the weekly call logs and reports she receives provide visibility into call volumes and prevalent owner issues or questions. This helps her keep a pulse on issues and what’s going on with their owners.
Print and Mail Services
Having agents encourage owners to register online also helps lower CNR’s print and mail costs. CNR hosts JIB and revenue detail on EnergyLink®, which integrates seamlessly with the Enverus mail house. This means CNR can mail statements to only unregistered owners. With agents actively encouraging owners to register online, CNR anticipates the number of registered owners to grow, further reducing print and mail costs over time. Also, by outsourcing print and mail, CNR doesn’t need to purchase or maintain expensive equipment in-house. Another benefit recently realized is that outsourced print and mail services made CNR’s switch to a virtual working environment seamless when the pandemic arrived.
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