Case Study: a large West Coast municipal utility recovers $44.7 million in revenue with E Source

Large West Coast Municipal Utility recovers $44.7 million with E Source

The customer, a large West Coast municipal utility, faced a significant challenge in revenue recovery and credit risk prevention after an 18-month billing delay caused by a CIS implementation. They engaged E Source to help define a strategy for customer outreach and payment collection for the large volume of outstanding arrears.

E Source analyzed the utility's data and implemented a solution involving customer segmentation, behavioral modeling, and process redesign. This strategy recovered $44.7 million in direct revenue, which included $24 million from a return mail campaign and $17 million from collections with large corporations. Additionally, E Source's work led to a 25% reduction in overall arrears.