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Utility customer segmentation in North America

A billing reminder, an e-billing invitation and an offer of payment support serve different purposes. Each works better when it reflects the customer receiving it.

For utility providers across North America, customer segmentation connects payment history, consumption patterns and customer preferences to guide more relevant interactions. It helps teams move beyond broad customer categories and tailor communications to individual needs.

In this whitepaper, you’ll learn how to:

Personalize communications using energy usage, payment behavior and service history.
Encourage e-billing adoption with messaging tailored to customer personas.
Identify customers who may benefit from payment arrangements or assistance programs.
Prioritize utility debt collections activity based on payment history, debt size and risk.
Apply and refine segmentation strategies with connected data, configurable workflows and decision testing.

Download our whitepaper to explore how data, analytics and decisioning can support more effective engagement across billing, payments and collections.

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

Read the report