Switching on Solutions
As a large combination utility provider, the client wanted to grow revenue by improving collections on past-due accounts, while maintaining compliance with state regulations and continuing to provide a positive experience for its customers.
THE CHALLENGE
- Prevent regulatory violations
- Reduce customer handle times
- Support a low-income rate reduction assistance program
- Client revenue increased 40%—from $52 million to $86 million in over two years
- Call handle times dramatically reduced by 30-40 seconds
- Ongoing collaboration helped solidify a successful partnership
- First party collections
- Resolution of address disputes
- Fraud prevention
- IVR-based, outbound past-due notification calls
- Customer assistance, including:
- 72-hour notification of service shut-off
- Processing reinstatement of service
- Explaining low-income discount programs
- Ensuring winter service due to seasonal grace periods
- Daily review of termination list prior to processing
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