UK water provider reduces bad debt by 14%

Explore how the UK's largest water provider transformed collections in a newly deregulated market where businesses could choose their supplier for the first time.

This compelling case study reveals how the utility used C&R Software's Debt Manager to achieve a nearly 14% reduction in bad debt charges within just seven months of implementation.

The company's Collections Systems Strategy & Segmentation Manager shares detailed insights on how his teams revolutionized customer segmentation and communication strategies. Learn how they 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 this utility 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.