Case Study: Synergy achieves a 45% reduction in overdue account balances with Sinch MessageMedia SMS and text-to-speech

Synergy cut overdue account balances by 45% using SMS reminders

Synergy, the government-owned energy retailer in Western Australia with more than one million customer accounts, faced a persistent challenge of late payments and growing overdue balances. To improve collections and customer contact, Synergy partnered with Sinch MessageMedia to deploy SMS and text-to-speech business messaging services for proactive payment reminders.

Sinch MessageMedia implemented a three-contact program (a reminder immediately after the due date, a second reminder prior to disconnection, and outreach after a customer vacated a property), with links to Synergy’s payment portal and voice conversion for landline-only accounts. Within the first two billing cycles results were visible—24% response to the first SMS and 45% to the second—and in less than a year Synergy reduced its 90-day overdue total by 45%, substantially lowering collection costs and inbound contact center load.

Synergy

Craig Butler

Manager of Credit Management Strategy