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Water utility debt collection case study

Nearly 14% lower bad debt charge in seven months 

Serving more than 16 million customers, this UK water provider needed a better understanding of customer circumstances and more flexibility in how it communicated.

With C&R Software’s Debt Manager and upgraded communications services, its team introduced more targeted outreach and reduced its bad debt charge by nearly 14% within seven months 

Download the case study to learn how the team:

  • Segmented customers to distinguish between different payment circumstances.
  • Combined letters, text messages, interactive voice messaging and agent-led calls.
  • Used customer preferences to inform communication decisions.
  • Adjusted collections strategies in real time.
  • Improved collections and customer satisfaction while maintaining regulatory compliance.

See how a UK water provider changed its approach with debt collection software for utilities.

Using communication channels as part of smart collection strategy has paid off for us, increasing both collections and customer satisfaction scores.

Collections Systems Strategy Manager UK water provider
Case Study | Utilities
Water utility debt collection case study

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