Arrears management for energy and gas utilities
In utilities, arrears are widespread, seasonal and concern essential services. JustSolve agents tell those in difficulty apart from those who can pay, and offer each the right way forward, with every step tracked.
A day in the life of whoever handles energy and gas arrears. Volumes that change with the seasons, very different customers.
Widespread, seasonal arrears
Peaks come with winter bills and adjustments: the team has to absorb volumes that change a lot from one month to the next.
Different customers, same reminder
Those going through financial hardship and those putting off payment often receive the same communications.
Rules and deadlines to respect
Formal notices, advance warnings and the timings set by sector regulation must be respected and documented, case by case.
Reputational exposure
On an essential service, a reminder perceived as aggressive can turn into a complaint or a public case.
Where value is lost, stage by stage. The path of an unpaid bill, today and with JustSolve.
- [01]
Contact
Today: Paper reminders or emails sent in batches, which arrive late and rarely get a reply.
With JustSolve: Every overdue bill goes into a multichannel sequence that starts straight away and continues with automatic follow-ups.
- [02]
Understanding the context
Today: Nobody has time to tell whether a late payment hides real hardship or a simple oversight.
With JustSolve: Agents pick up signals from the conversation and the history and point out cases of possible hardship to your team.
- [03]
Negotiation
Today: Instalment plans go through the call centre, with long waits and terms that vary from operator to operator.
With JustSolve: Agents offer instalment plans consistent with your rules, the same for every customer in the same situation.
- [04]
Keeping to the plan
Today: When an instalment is missed, it's only noticed at the next billing cycle.
With JustSolve: Every instalment is tracked and whoever misses a date is contacted straight away, before the debt grows.
- [05]
Handover to legal
Today: Cases go out without distinguishing those who could have paid with a plan.
With JustSolve: Only the cases that need it reach your lawyers, with the history of what was offered and when.
- [06]
Formal notice of default
Today: Formal notices and warnings follow different timings and templates, hard to reconstruct if challenged.
With JustSolve: Formal notices and warnings go out within the times set by your procedures, and every dispatch stays documented.
- [07]
Court action
Today: Cases reach court, or debt sale, without every alternative being explored.
With JustSolve: Court action stays the last resort, after a complete and documented out-of-court path.
“On an essential service, we can't afford a misstep.”
Energy and gas are perceived as essential services: every communication is exposed to complaints, audits and public attention. That's why control stays with you, and every step can be reconstructed.
Every step documented
Communications, replies, plans offered and due dates stay in the case history, ready in case of a complaint or audit.
Rules and limits set by you
Tone, channels and plan terms follow your procedures, and agents never step outside those limits.
Sensitive cases go to people
Situations of hardship, complaints and cases outside the rules go to your team, with the whole conversation.
Spend less. Recover more.
+80%
Recovery rate
On receivables overdue by less than 30 days.
-86%
Time saved
Over 20,000 hours saved per team every year.
96%
Customer satisfaction
Among the clients who chose us.
Questions about energy and gas arrears management
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