Case Study

Transforming Utility Collections – Higher Recovery, Lower Cost, Greater Efficiency

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Overview

A U.S. utility provider faced rising delinquencies, poor recovery, and high costs from outdated methods. ContactPoint 360 applied AI-driven strategies, predictive modeling, and omnichannel outreach—boosting recovery, lowering expenses, and improving right-party contact performance.

Key Highlights

Predictive segmentation improved targeting

AI bots automated 75% of interactions

Omnichannel engagement expanded customer reach

Integrated payment gateway reduced drop-offs

Challenges

Rising roll rates reducing recoveries

Low RPCs from legacy dialing

Inefficient payment processes with high drop-offs

Escalating operating costs

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Result That We Provided

The implementation of our solution resulted in significant improvements across key performance indicators:

%

Recovery uplift across delinquent accounts

%

Roll rate reduction with predictive segmentation

%

Agent cost savings through AI-led automation

%

Improvement in right-party contacts

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