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.

Increasing our

support

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.

Our approach

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. 

Impressive figures 

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. 

Reflections on 

campaign success

“This has been a really gratifying project to work on. Some calls require copy invoices to be sent to customers which means liaising with the depot. Others become a query which again involves contact with the relevant depot or working in-house Accounts Team. Actually, it’s the amazing relationship I developed with the client’s accounts team that helped resolve outstanding debts that were up to three years old!”

Andy - Customer Service Professional

“Just a brief email to let you know that Andy has this morning done a wonderful job in resolving an ongoing issue I’ve been having with a Portsmouth Water customer….Good work and very much appreciated by me.”

Client - Customer Services Manager

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