Case Study: Hallsdale-Powell Utility District streamlines billing and saves time with CallFire IVR

Hallsdale-Powell Utility District saves 40% on dialing costs with CallFire

Hallsdale-Powell Utility District (HPUD), a water utility provider in Tennessee, faced an organizational challenge due to an overwhelming volume of customer calls and an inefficient system for collecting late payments. To address this, HPUD partnered with vendor CallFire to implement its Hosted Interactive Voice Response (IVR) service, aiming to streamline operations and improve bill collection.

CallFire's IVR solution enabled HPUD to automatically send outbound calls to customers with past-due bills and accept payments over the phone. This dramatically increased efficiency, reducing the time to contact all past-due customers from days to minutes. The implementation also resulted in significant cost savings, cutting previous annual maintenance costs by approximately 40%, or about $520 per year. CallFire continues to work with HPUD on future projects, including an SMS campaign to further boost productivity.

Hallsdale-Powell Utility District