Case Study: North American Utility Provider achieves $1.9M in savings and increased bill payments with Ignite Technologies

Leading Utility Company Enhances Marketing Strategy For Unpaid Users

North American Utility Provider faced growing collections challenges: many customers repeatedly used payment arrangements rather than paying bills in full, and the company needed a low-cost, customer-friendly way to drive payments and improve self-service adoption. To better understand and target these delinquent customers, the utility partnered with Ignite Technologies and used the BryterCX platform to map cross-channel customer journeys and segment those receiving outbound calls and emails.

Ignite Technologies implemented journey analytics and a champion/challenger campaign—an outbound telephone effort and an email program—tracking behaviors across web, IVR and agent channels. The telephone campaign showed 0% on-time payment uptake among 7,500 contacts, while the email campaign achieved a 28% success rate (18% paid immediately, 10% set up additional arrangements); email recipients then engaged IVR (73%) or agents (27%). Using Ignite Technologies' BryterCX for continuous monitoring, the utility rolled out the email approach broadly, increasing engagement and realizing an estimated $1.9M in savings.