Case Study: a leading UK utility company boosts customer engagement and collections with Webio

Leading UK Utility stopped the drought of incoming payments with conversational messaging

A leading UK utility company was struggling with diminishing engagement and payment collection rates from its customers. Its traditional contact methods, including calls, letters, and SMS, were becoming ineffective and costly. To address this challenge, the company partnered with Webio to implement an intelligent digital conversations solution.

The solution involved deploying Webio's Conversational Middleware and AI-driven chatbots to initiate two-way SMS conversations. This allowed the utility to automate tasks like taking payments and processing income and expenditure forms while seamlessly escalating to live agents when necessary. The results for Webio's customer were significant, including a 30% increase in customer contact rates, a 37% response rate on aged debt, and improved overall agent efficiency and effectiveness.