Driving $16.5M in utility customer payments through targeted, timely engagement in just two months 

For utilities, revenue recovery is rarely just about collections. It is about balancing financial performance with customer relationships, regulatory compliance, and trust. 

For one large utility serving more than 3.4 million electric and natural gas customers across the northeastern United States, that balance became increasingly critical as more customers began falling behind on payments. The organization needed a smarter way to drive action while improving how it engaged customers at risk of disconnection. 

Across multiple operating companies, the organization relies on Convey to power engagement: 

• 31M+ SMS, 3.8M emails, and 1.4M voice messages annually 
• Millions of additional interactions already delivered year-to-date 
• Enterprise-wide deployment across all operating companies 

At this scale, communication is not just about volume. It requires precision. 

The challenge: Utility recover revenue without eroding trust 

As payment delinquencies increased, the organization faced a familiar but high-stakes challenge: 

• Customers were falling behind on payments 
• Regulatory requirements demanded strict compliance 
• Communications needed to be timely, accurate, and targeted 
• Outreach had to encourage action without damaging relationships 

Traditional approaches were not enough. Broad, one-size-fits-all notifications created risk, from confusion and frustration to potential compliance exposure. 

A more intelligent engagement strategy was needed. 

The approach: Precision utility customer messaging powered by Convey 

Using Convey’s Engagement OS, the utility implemented a targeted, rules-driven communication strategy designed to meet each customer with the right message at the right moment. 

A key milestone in this approach came on February 26^th, 2026, when the organization launched a new SMS termination notice alert program. The goal was clear: increase revenue collected, prevent unnecessary disconnections, and improve how customers at risk are supported through timely, proactive communication. 

At the core of the solution: 

• Targeted termination alerts to support compliant collections outreach 
• Dynamic rules and segmentation to evaluate accounts in real time 
• Multi-channel orchestration across SMS, email, and voice 
• Event-driven triggers to ensure communications were timely and relevant 

This approach shifted outreach from reactive to proactive and from broad to precise. 

Immediate impact: Speed, scale, and measurable results with Convey

The impact was both immediate and sustained. 

Within just 1.5 hours of launch, the organization recovered over $100,000 in fees following targeted outreach. 

As the SMS termination alert program scaled, so did the results. Since launch, more than 209,000 alerts have been sent, with 71% of all disconnect notices now supported by proactive SMS outreach. This means the majority of customers at risk of shutoff are being reached in real time, before service is interrupted. 

That outreach is driving meaningful action. 

Two months after implementation, the utility has seen clear results. Customers have paid out $16.5 million since implementation. Within four days of receiving an alert, 21% of alerted customers made a payment. 

When compared to customers who did not receive an alert, the impact becomes even clearer: 

• 51% increase in dollars collected within four days 
• 36% increase in number of payments within four days 

Beyond financial recovery, the organization also achieved: 

• 100% project CSAT across implementations 
• 100% messaging accuracy, ensuring only the right customers received communications 
• Faster customer action on outstanding balances 

This is more than incremental improvement. It represents how engagement drives outcomes, helping customers take action before situations escalate. 

Execution: Discipline, collaboration, and confidence 

These results were not accidental. They were built through disciplined execution and close collaboration. 

Key elements included: 

• Extensive planning and testing cycles 
• Cross-functional design and configuration workshops 
• Real-time feedback loops and rapid iteration 
• A coordinated rollout across multiple operating companies 

This approach minimized risk while accelerating time to value and strengthening trust across teams. 

Long-term impact: Expanding what’s possible with Convey 

Following the success of the SMS termination alert program, the utility is expanding its use of Convey to support additional engagement use cases, including: 

• Broader deployment of outage and usage alerts 

• Expanded collections and payment programs 

• Exploration of next-generation channels like RCS messaging 

The organization is also deepening its investment in intelligent workflows that ensure every message is accurate, compliant, and actionable. 

A strategic partnership for modern utility engagement 

This long-standing partnership has helped modernize customer engagement across the enterprise. 

What began as messaging has evolved into something more. 

A strategic, data-driven approach to connecting with customers in real time, guiding them to take action when it matters most, and delivering measurable impact at scale. 

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Frequently asked questions (FAQs) about Convey and collections, arrears management

How can utilities improve revenue recovery without negatively impacting customer relationships?

Revenue recovery is most effective when it is built on timely, personalized engagement rather than reactive collections efforts. Convey helps utilities connect with customers before balances become larger issues by delivering the right message at the right time through intelligent workflows. This approach drives customer action while preserving trust and strengthening relationships.

Why are proactive collections communications important for utilities?

Waiting until a customer reaches the point of disconnection limits opportunities for resolution. Proactive communications give customers visibility into their account status earlier in the process, helping them take action before service is impacted. Convey enables utilities to automate these outreach efforts across channels, improving outcomes for both customers and utility teams.

How does targeted customer outreach improve collections performance?

Targeted outreach replaces one-size-fits-all notifications with communications tailored to a customer’s specific situation. Using dynamic segmentation and event-driven workflows, Convey helps utilities deliver relevant messages that encourage faster action, resulting in increased payment activity and improved revenue recovery.

What communication channels are most effective for utility collections programs?

A multi-channel engagement strategy is often the most effective approach. Convey allows utilities to coordinate SMS, email, voice, and emerging channels through a single platform, ensuring customers receive critical information through the channels they are most likely to engage with.

How does Convey help utilities maintain compliance during collections outreach?

Compliance is built into every interaction. Convey’s rules-driven workflows help utilities deliver accurate, timely communications while supporting regulatory requirements and internal business processes. Automated messaging, auditability, and customer preference management help reduce risk and increase confidence.

What role does customer engagement play in revenue recovery?

Customer engagement is one of the most powerful drivers of revenue recovery. When customers receive timely, personalized information, they are more likely to take action before balances escalate. Convey helps utilities transform customer communications into measurable business outcomes through intelligent engagement workflows.

What is Convey’s Engagement OS?

Convey’s Engagement OS is a purpose-built solution that helps utilities orchestrate customer communications across every stage of the customer journey. By connecting data, workflows, channels, and analytics, ConveyIQ enables utilities to deliver personalized experiences, improve operational efficiency, and drive measurable outcomes at scale.

Can proactive payment reminders reduce service disconnections?

Yes. Proactive reminders help customers stay informed about upcoming bills, past-due balances, and potential service interruptions. By reaching customers earlier with relevant information, utilities can increase payment activity and reduce avoidable disconnections. Convey’s automated workflows make these communications timely, scalable, and easy to manage.

What results can utilities achieve with intelligent collections communications?

Utilities that adopt targeted, data-driven engagement strategies often see faster customer action, increased payment rates, improved collections performance, and stronger customer satisfaction. Convey helps utilities move beyond traditional notifications to create measurable impact through personalized customer engagement.

How does Convey personalize collections communications?

Convey leverages customer and account data to trigger relevant communications based on specific events, balances, customer segments, and business rules. This ensures every interaction is accurate, actionable, and aligned with the customer’s needs and circumstances.

Why is SMS an effective channel for utility customer engagement?

SMS delivers critical information quickly and reliably, making it one of the most effective channels for customer engagement. Whether supporting collections, outage communications, billing reminders, or service notifications, Convey helps utilities use SMS as part of a broader engagement strategy that improves customer responsiveness and operational outcomes.