At many utilities today, communications to delinquent customers are reserved for after a bill’s payment deadline is missed. When those messages are sent, they are often standardized—using the same channels, timing, and tone—regardless of customer type or payment history.
But not all customers are the same, nor do they respond to messages in the same way. A large segment of these delinquent customers are able to pay, they simply don’t remember to do so or don’t prioritize the payment.
This results in a significant amount of lost or delayed revenue for your utility. To mitigate this, customers in this category should not be messaged in the same way as those who are unable to pay their bills due to hardship or financial insolvency.