Debt Collections Software for Utilities
Cut truck rolls. Reduce arrears. Treat hardship customers fairly. CollectXpert gives water, energy, and gas utilities a regulator-ready platform that front-loads digital dunning, segments customers by risk and vulnerability, and automates the repetitive tasks eating your collections team’s day.
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Why utility AR teams choose CollectXpert
Field visits are expensive — digital outreach isn’t
A single truck roll for disconnection or meter access can cost $80–$200+. CollectXpert’s omnichannel engine reaches customers via SMS, email, and IVR with one-tap payment links before a field visit is ever scheduled — typical reductions of 30–60% in disconnection visits.
Vulnerability flags built into every workflow
Regulators across AU, the UK, and US states increasingly require utilities to identify and protect vulnerable customers — those experiencing hardship, illness, or domestic violence. CollectXpert’s vulnerability flags pause dunning automatically, route to specialized agents, and document arrangements with full audit trails.
Smart dunning that respects customer reality
Automated reminders escalate logically — but only when they should. Skip workflow steps for customers in active payment arrangements; pause for hardship; resume after dispute resolution.
Regulatory-ready audit trails
Every step of the collections process is logged. Pull a full account history for the regulator, the ombudsman, or an internal audit in seconds.
Utility use cases
Energy retailer collections
Multi-stage dunning that integrates with disconnection workflows, AER hardship requirements (Australia), and Ofgem rules (UK). Includes deemed-meter and prepaid-meter scenarios.
Water utility arrears
Long-cycle, low-touch workflows for low-balance arrears with escalation gates that respect state regulator constraints on disconnection of essential services.
Gas distributor collections
Coordinate with field-service scheduling so only truly necessary visits happen.
Hardship program management
Onboard customers into hardship programs in 60 seconds with a single click. Automated check-ins, payment-arrangement tracking, and program-exit workflows.
Integrations utilities need
- Oracle CC&B, SAP IS-U, Gentrack, Hansen (utility CIS)
- AMI meter data management systems (Itron, Landis+Gyr)
- Field-service scheduling (ServiceMax, Salesforce Field Service)
- Payment processors with utility-specific options (BPAY, Direct Debit, Centrepay)
- Regulator reporting integrations
Frequently asked questions
How can CollectXpert reduce truck rolls for utility collections?
CollectXpert front-loads digital outreach — SMS, email, IVR — before any disconnection or field visit. Utilities typically see 30–60% reductions in field visits because customers self-cure through digital reminders and one-tap payment links.
Does CollectXpert support hardship customer programs required by utility regulators?
Yes. CollectXpert’s vulnerability and hardship workflows let utilities flag eligible customers, pause dunning, route to dedicated agents, and document arrangements — meeting requirements from AER, Ofgem, state PUCs, and similar regulators.
Can CollectXpert integrate with utility CIS and meter-reading systems?
Yes. CollectXpert connects to common utility CIS platforms (Oracle CC&B, SAP IS-U, Gentrack, Hansen) and AMI meter data systems via APIs and pre-built adaptors.