Explore how the UK's largest water provider serving 15 million customers transformed collections in a newly deregulated market where businesses could choose their supplier for the first time. This compelling case study reveals how Thames Water turned market disruption into opportunity, achieving a nearly 14% reduction in bad debt charges within just seven months of implementation.
Collections Systems Strategy & Segmentation Manager Ross Betts shares detailed insights on how the utility revolutionized customer segmentation and communication strategies. Learn how Thames Water moved beyond one size fits all approaches to create sophisticated treatments based on customer preferences, payment history, and behavioral data. The study examines their multichannel strategy incorporating SMS, letters, interactive voice messaging, and agent based outbound dialing.
The case study provides specific examples of communication preferences and their impact on collection success. Discover how Thames Water gained crucial insights to distinguish between customers unable versus unwilling to pay, enabling more compassionate and effective approaches. Learn how regulatory compliance was maintained while dramatically improving customer satisfaction scores alongside collection rates.
Download to discover how tailored messaging, preferred channel selection, and customer centric approaches can significantly reduce bad debt while improving satisfaction scores, positioning your organization as a leader in competitive markets.