Case Study: Largest Combination Utility Providing Company boosts collections revenue with Alorica

Largest Combination Utility Providing Company - Customer Case Study

The Largest Combination Utility Providing Company, the largest combination utility provider in Pennsylvania, needed to improve first-party collections on past-due accounts while staying compliant with strict state regulations and maintaining a positive customer experience. The company also wanted to reduce call handle times, avoid off-in-error service shutoffs, and support a low-income rate reduction assistance program. It turned to Alorica for financial care and back-office support, including collections and call-center process optimization.

Alorica implemented its Systems Integrator tool to consolidate data into a single agent interface, automate review and decision-making, improve payment processing, and add tools like Why Customers Call (WCC) tracking and speech analytics. As a result, the utility increased revenue from $52 million to $86 million in over two years, boosted collections by $34 million, reduced handle times by 30-40 seconds, and helped save more than $1.3 million annually by preventing fines and truck rolls.