Customer Success Story
Reigniting The Power: A Southwest Electric Company’s Journey To Notify 40,000 Customers
The Challenge
This Southwest Electric Company had the internal capability to carry out automated outbound notifications. Still, their existing resources were not equipped to meet the urgency of the situation. Time was of the essence, as customers needed to be informed swiftly to prepare for the reinstated disconnection process. The company’s internal systems, despite their capabilities, could not keep up with the necessary timeframe, threatening the seamless execution of their plan.
The Solution
The call for assistance reached TSI, a company renowned for its responsiveness and expertise in addressing communication challenges promptly. Within a mere two business days of receiving the notification, TSI sprang into action. The goal was clear: to reach out to all 40,000 accounts swiftly and efficiently, ensuring that each customer was well-informed about the resumption of the disconnect process.
TSI harnessed its technological prowess and skilled workforce to craft a tailored solution. The company’s experts designed a highly efficient outbound calling campaign that would not only reach all 40,000 customers but also deliver the message clearly and compassionately. TSI’s approach blended automation with human touch, ensuring that customers received the vital information they needed without delay.
The Results
The outcomes of TSI’s intervention were nothing short of remarkable. Thanks to their rapid response and efficient execution, the Southwest Electric Company was able to achieve several critical results:
Timely Notifications: TSI’s lightning-fast outbound calling campaign ensured that all 40,000 customers were promptly informed about the reinstatement of the disconnect process.
- Partial Debt Recovery: As a direct consequence of TSI’s efforts, the Southwest Electric Company was able to collect a portion of the past-due amounts from customers who had fallen behind on their payments. This unexpected windfall was a welcomed boost to the company’s financial stability.
- Seamless Resumption: With customers well-prepared for the resumption of the disconnect process, the Southwest Electric Company was able to resume its normal operations smoothly and without major disruptions.
In retrospect, this case study underscores the critical importance of responsive communication and tailored solutions in the utility industry. TSI’s swift action not only ensured that customers were well-informed but also contributed to the financial well-being of the Southwest Electric Company. This partnership serves as a shining example of how strategic communication can transform challenges into opportunities and fortify relationships with customers in times of change and uncertainty.
Customer Experience/Care Management
Inbound & Outbound Voice
CX & Care Programs
Back-Office Functions
Performance Analytics
Flexible Global Staffing
Business Process Outsourcing
Data Input
Document Processing
Verfication & Validation
Exception Processing
QA Monitoring & Reporting
Business Analytics & Modeling
First Party ARM
1st Party Collections
Pre-Charge Off Program Support
Inbound & Outbound
Early Stage / Care Based
Brand Protection
IT Adaptability / Flexibility
third Party Debt Collection
Post Charge-Off
Primary & Secondary
Late-Stage Recovery
Innovative Technology & Approach
Propensity to Pay Analytics
