Case Study: Australian gas and electricity supplier achieves 72% increase in debt collections with FICO Customer Communication Services

Australian energy supplier increases debt collections by 72% with FICO

One of Australia’s largest gas and electricity suppliers was seeing rising bad debt eat into operating margins. With customer churn above 20% and Victoria among the most competitive energy markets globally, the company needed to boost collections without damaging customer retention.

They implemented FICO® Customer Communication Services to target first-payment defaults, missed payments and broken promises to pay. The solution reached more consumers at lower cost than live agents, collected 72% more than the supplier’s offshore call center, reduced contact costs and generated fewer customer complaints.