A data-driven approach to credit and collections management during COVID-19

Because of the economic impact from COVID-19 combined with moratoriums on shutoffs, a significant number of customers will be overdue on their utility bills in the next 6 to 24 months. Additionally, we expect to see an increased cost to serve these customers due to increases in call volumes from customers looking for assistance with potential late fees, structuring deferred payment agreements, and more. Utilities need to start planning for arrears now to help their customers, and they need to put mitigation strategies in place to deal with the increased cost to serve.

Machine learning can help you proactively identify arrears-risk customers and create a personalized set of utility programs and services to engage these customers before the collection process begins. By engaging customers with targeted communications before an issue arises, you can minimize costs, improve customer satisfaction, and ensure a data-driven, customer-focused approach to present to regulators and governmental agencies.

You’ll learn:

• How to use detailed customer data and data science to create dynamic microsegmentation to provide you with insights into COVID-19-related arrears
• How to use data science to read and adapt to changes in the postpandemic market
• Why proactively engaging customers will save you money and increase customer satisfaction in the coming months

We’ll hear from Chuck Caisley, senior vice president of marketing and public affairs and chief customer officer at Evergy. He’ll explain why Evergy is looking beyond the current moratoriums and seeing potential risk for its customers in June and beyond. We’ll hear his perspective on how a data-driven approach can help utilities deliver excellent service and cost reductions to their customers.
Speakers:

Chuck Caisley, Senior Vice President of Marketing and Public Affairs and Chief Customer Officer, Evergy
Chad Garrett, Managing Director, Consulting and Advisory Services, E Source
Filomena Gogel, Senior Vice President, Consulting and Advisory Services, E Source
Tom Martin, Managing Director, TROVE Predictive Data Science

Who should attend:

Any utility professional whose work is related to credit and collections. Please note, this topic is usually covered by the E Source Customer Experience Strategy and Customer Care Services, but due to the global health crisis, we’re opening this call to all E Source utility members.

For more information about attending this event, please email us or call 1-800-ESOURCE (1-800-376-8723).