Case Study: a major US utility achieves up to $31M in quarterly value with Symend

Major US Utility unlocks up to $31M quarterly value with Symend

A major US utility faced a significant challenge when its delinquent accounts receivable grew several-fold after COVID-era collections suspensions. With progress stalled and state regulations limiting disconnections for vulnerable customers, the utility needed a more empathetic and intelligent approach to collections than conventional methods. It turned to Symend for a solution using its behavioral science engagement platform.

Symend built personalized customer journeys segmented by delinquency archetype, using a digital-first, AI-driven approach. The solution resulted in a measured quarterly value of $20-31 million and a 57:1 return on Symend spend. It also achieved a 14% increase in payment plan success rates and a 14% reduction in inbound call rates, proving the effectiveness of its empathetic, behaviorally-designed outreach.