Generic collection treatments are less effective and create obstacles to building customer connection

Thames Water Utilities Limited is the UK’s largest water and sewage company. After deregulation, the business realized it needed to become more efficient to become more competitive. Its collections process treated all of its customers the same, regardless of circumstances. For example, a customer who had forgotten a single bill received the same type of calls as one who was consistently delinquent and facing severe financial hardship. Naturally, this approach wasn’t able to capture all of the opportunities for payment as possible. Thames Water knew it needed a better view on its customers in order to support more effective communications.