Re-Energizing Lines of Communication

Key Results

The Problem

Increase customer satisfaction & decrease service disconnects for a large southern electric provider serving 4.7 million accounts & over 9 million people

The Utility notifies customers 48 hours prior to service disconnection due to non-payment. Without the notification by telephone, they do not disconnect service.

Increasing volumes related to high cooling bills combined with manual dialing requirements required by the TCPA severely limited the number of customers the utility could contact. Fewer customers contacted resulted in fewer service disconnections, further increasing delinquencies and past due amounts.

Working closely with the Utility, Radius developed a custom solution utilizing traditional dialer technology to contact accounts with land lines. The solution also utilized a manual dialing solution to call accounts with mobile phones.

Our Solution

The Results

Within three months of launching the campaign, Radius made live contact with more than 15,000 customers. During the height of the client’s disconnect season, more than 600,000 accounts were called.

Reduction in Service Disconnects

  • Client experienced a 20% reduction in the number of service disconnects it typically experiences during this time frame.

Increase in Payments

  • Client experienced a 14% increase in payments over its previous process.
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Project Timeline