We have helped Anglian Water deliver a new personalised collections strategy which has resulted in improved collections and billing with a significant reduction in consumer debt during the first 12 months of the programme.
In addition to this helping customers who often pay for the cost of bad debt through increased bills, the new strategy has helped to safeguard vulnerable customers.
To significantly improve its debt collection, Anglian Water employed our Portfolio Management Package (PMP) and debt management software system Tallyman, to develop an automated collections and customer management process.
The suite of products has enabled Anglian Water to segment its customers accordingly and make personalised and appropriate decisions based on customers’ individual circumstances.
Within the first 12 months of adoption, the utility provider reduced its customer debt by £545,000, helping to reverse the industry trend of increasing debt books of outstanding revenue from domestic water customers. Through the intelligent use of customer insight and automated collections technology, Anglian Water saw a two-fold increase in efficiency as well as an improvement in overall customer data accuracy.
It is increasingly important for utility companies to respond to the needs of those who are struggling financially whilst addressing the imperative need to collect outstanding payments. By employing an integrated approach to debt collection and customer management using our Tallyman and PMP software, and continually driving improvements to exceed sector leading practice through regular benchmark reviews and deployment of an effective strategic road map and business plan, Anglian Water has shown that it can both satisfy customer expectations and meet stretching performance objectives. To find out more, click here.