Background
A leading Fortune 500 integrated energy provider, serving approximately 3 million customers across multiple U.S. states, needed a better solution for managing collections – particularly on small-balance, post-disconnect accounts. Like many large utilities, this provider historically relied on legacy methods that no longer aligned with evolving customer behaviors or the company’s digital transformation goals. They sought a partner who could not only modernize their recovery strategy but also:
- Scale with them
- Protect their brand reputation
- Ensure regulatory compliance across the board.
The challenge
Small-balance collections in regulated industries like utilities present a unique challenge. On the one hand, the amounts are often too low for traditional agencies to prioritize without driving up operational costs. On the other hand, the volume of these accounts can be substantial, meaning even modest improvements in recovery rates can lead to significant gains. Add in customer sensitivities, heightened regulatory scrutiny and complex IT infrastructures, and the problem becomes one that many agencies aren’t equipped to solve.
The utility provider needed more than a vendor; they needed a strategic partner with the technology, expertise and operational agility to drive measurable improvement fast, without creating disruption or risk.
The solution
InvestiNet responded with a comprehensive digital-first collections strategy designed to increase liquidation rates while enhancing the customer experience and reducing internal burden. At the heart of the approach was a highly intelligent omnichannel platform that orchestrates outreach across multiple channels: email, SMS, interactive voice response (IVR), direct mail, live agents and a self-service digital portal.
Rather than relying solely on static call scripts or batch communications, InvestiNet applies behavioral analytics and customer segmentation to inform outreach strategies, testing different approaches and using machine learning to identify what works best over time. This segmentation allowed the system to match tone, timing and channel with each customer’s preferences and payment behavior, improving engagement and increasing the likelihood of repayment.
To further reduce friction in the recovery process,
- InvestiNet introduced a 24/7 digital self-service portal, allowing customers to manage their accounts, make payments or explore hardship options without the pressure of a live call. This self-service option helped shift high-volume, low-value interactions away from the utility's contact center, freeing up internal resources and reducing operational costs.
Compliance and brand integrity were non-negotiable. InvestiNet’s workflows were built with fully embedded compliance for Reg F, TCPA, and UDAAP. Opt-out mechanisms, consent tracking and detailed audit trails were native to the platform; not bolted on as an afterthought. Just as important, every piece of messaging was carefully crafted to align with the utility’s brand voice: empathetic, inclusive, multilingual and mindful of the customer relationship.
The results
Within just two months of implementation, the results spoke for themselves. InvestiNet delivered a sevenfold increase in early-stage recovery rates compared to legacy methods, and engagement metrics across all channels improved significantly. These gains weren’t theoretical or marginal; they represented real dollars recovered, reduced strain on the utility’s internal teams and a measurable improvement in customer sentiment.
Equally important, this success came without disruption to the company’s existing systems. InvestiNet’s onboarding playbook allowed for rapid deployment with minimal IT lift. The solution was compatible with legacy file layouts and systems, enabling a fast, clean integration without burdening the company’s internal staff.
Why it matters
This case illustrates a powerful truth:
- Modernizing collections doesn’t require sacrificing compliance, customer experience or operational efficiency
With the right technology and approach, even a complex, highly regulated industry like utilities can achieve digital transformation that is both fast and effective.
It also challenges a long-held assumption in the collections space: that small-balance accounts are too costly to pursue. InvestiNet has demonstrated that through automation, segmentation and customer-centric design, even traditionally “unprofitable” accounts can become high-impact revenue streams.
Beyond utilities: scalable solutions for consumer-facing brands
While this engagement centered on a major utility, the implications go far beyond the energy sector. InvestiNet’s platform is purpose-built for high-volume, service-based industries where customer relationships and recurring revenue are key. Telecom providers, internet service companies and subscription-based businesses face many of the same challenges and stand to gain just as much from a smarter, more modern approach to recovery.
This includes helping utilities and other service providers efficiently resolve lower-balance accounts, such as when customers relocate and leave a residual bill, while ensuring recovery does not compromise long-term goodwill.
Whether it’s post-disconnect telecom accounts, unpaid utility bills or dormant subscription balances, InvestiNet excels where traditional agencies fall short. Our technology thrives in high-throughput, low-intervention environments, where automation and empathy work together to deliver better outcomes more efficiently.
The expense of the status quo
Choosing the status quo in collections isn’t neutral; it’s expensive. Underperforming recovery strategies cost companies millions in lost revenue, operational inefficiencies and reputational damage. As this case shows, there is a better way.
By partnering with InvestiNet, this Fortune 500 utility provider didn’t just upgrade its collections process; they future-proofed it. With scalable infrastructure, fully integrated compliance and a results-driven strategy that puts the customer first, InvestiNet has redefined what’s possible in the world of receivables recovery.