Case Study: Electric Company Improves Recovery While Preserving Customer Relationships with Optio Solutions
The Challenge
Utility and service providers face a delicate balance when it comes to collections. While getting paid is critical to sustaining operations, maintaining customer relationships is equally important, especially in industries where customers may return or continue service after resolving a balance.
This electric company needed a recovery partner that could improve collection performance without creating friction or harming its reputation. Prior collection efforts risked alienating customers, increasing disputes, or requiring additional internal resources to manage delinquent accounts.
The goal was clear: increase recovery while preserving trust.
Implementing Optio Solutions
The company partnered with Optio Solutions to manage delinquent accounts using a diplomatic, customer-focused approach.
Optio Solutions provided an easy-to-use system for uploading accounts, allowing the company to transition delinquent balances quickly and efficiently. From the outset, Optio emphasized respectful communication, transparency, and compliance, ensuring customers were treated fairly throughout the recovery process.
Ongoing support from Optio’s customer service team helped streamline account management and reduce the administrative burden on internal staff.
Electric Company quote:
“With Optio Solutions I am able to meet two of the top goals of any business; getting paid and keeping my clients. They use a diplomatic approach, which both my clients and I appreciate. In addition, Optio Solutions’ collection rate has far exceeded our expectations. It is easy to upload our debtors into their system and the customer service has been excellent.”
Results
After partnering with Optio, the company experienced:
The company was able to recover more revenue while maintaining positive relationships with its customers.
Conclusion
For this electric company, Optio Solutions delivered a balanced recovery strategy that prioritized both performance and professionalism. By combining strong collection results with a diplomatic, customer-centered approach, Optio helped the company achieve its financial goals without compromising long-term customer relationships.