Utilities Case Study
UK Water Services Provider
Through a sales through service approach to customer management we recovered over £1.5m in billed revenue
Our client is a UVDB accredited supplier of licensed standpipes for many UK water utilities. They identify, supply and deliver the correct, legally compliant standpipe to any authorised user of the network. At the start of the partnership with Prospect Connect, we implemented a campaign with a team on the client’s core business which is to identify those in need of training to ensure compliance as well as speaking to and educating non-compliant users. As the relationship developed they turned to us with another challenge.
Recognising our strengths in communicating over the phone, our client asked if we could support their Accounts Department and channel our expertise to debt recovery since the 2020 pandemic had created a backlog of overdue invoices.
Being polite and courteous is always fundamental, as is patience and understanding. Afterall, the reasons behind a delayed payment may not always be intentional; invoices become misplaced and accounting processes disrupted due to staff working from home during the pandemic.
It soon became apparent that the expertise we have at quickly establishing positive conversations – even with sensitive subjects such as unpaid invoices – meant that the daily tally of recovered monies was considerable and remained consistent throughout the campaign.
Furthermore, the commercial reports we created integrated into our client’s accounts system which enabled a mutually beneficial flow of information between us and their accounts department.
6 months on
With one full time Customer Service professional on the account for close to 6 months, we are delighted to report £1,530,730 has been recovered.
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