What it Solves
Reactive collections that act too late, allowing arrears to build before intervention is triggered. Event-driven payment adequacy monitoring reassesses exposure on every billing event, EAC change, and payment failure - automatically.
Limited visibility of debt position across the portfolio, making it hard to prioritise action or forecast exposure. Real-time live balance and aged debt views - broken down by fuel, debt type, and age band - give finance and operations teams an always-current picture.
Inconsistent treatment across customer segments, creating compliance risk and poor customer outcomes. Configurable dunning paths, vulnerability controls, and segmented treatment journeys ensure every customer is handled appropriately.
Fragmented hardship and payment arrangement processes that are slow to deploy and hard to manage. Integrated payment plans, Fuel Direct support, and Regular Payment Schemes provide structured options within a single platform.
Disconnected internal and external collections activity, with no single view of treatment status. A real-time debt alert API keeps the platform and external collections agencies synchronised, with clean handoff and controlled return to standard processes.
Regulatory exposure from insufficient vulnerability management or collections suppression failures. Built-in PSR flagging, complaint-triggered pauses, and breathing space controls protect customers and the business.
Business Outcomes
- Reduced arrears and stronger cashflow protection
- Lower cost-to-serve through collections automation
- Consistent regulatory compliance across all customer segments
- Accurate debt exposure visibility for credit risk decisioning
- Improved customer satisfaction through flexible, proportionate treatment
Use Cases
- Early debt intervention: Payment Adequacy Always On monitors billing events, EAC changes, and payment failures - adjusting Direct Debit amounts before arrears reach a dunning threshold.
- Structured repayment programmes: Payment plan sub-accounts separate historical debt from ongoing consumption, enabling clear schedules across B2C, SME, and I&C portfolios.
- Vulnerable customer management: PSR flags, emergency credit, and configurable suppression ensure fair treatment and regulatory compliance at every stage.
- Collections automation at scale: Configurable dunning, automatic fee application, and event-based triggers reduce manual intervention across the full collections lifecycle.
- Portfolio debt visibility: Real-time aged debt views - segmented by fuel, type, and age band - support accurate forecasting and credit risk decisioning.
