The Challenge
Brutal winters cause dramatic peaks in energy consumption and equally dramatic dips in household budgets. Greater consumption can mean energy bills paid late - or not at all.
A large energy service company faced big concerns when it came to controlling its collections operations. The utility’s collections process needed to perform more reliably, while missing from its approach were the critical abilities to increase pre-charge-off efficiency and effectiveness and to create risk-differentiated collections strategies.
The solution
CGI worked with the client to develop and deploy a comprehensive collections systems solution, featuring its market-leading CACS application, which is run on IBM Z. With CACS in place, this energy services company improved collection efficiency, created flexible rules for defining workflows and making third-party assignments, added loss mitigation functionality, and gained automated decisioning to help guide collector actions.
The Results
CGI is using its 35+ years of collections experience and proven software run on IBM Z to power up the effectiveness and efficiency of the client’s collections operations. CGI has helped the company rationalize resources, leverage capabilities, standardize processes to achieve far greater operational control and performance results and improve control of collection strategy with minimum IT involvement.
Collections personnel work with the real-time information and the risk-differentiated strategies they need to interact with customers more knowledgeably and, as a result, more productively. Greater personalization in customer contacts also means greater customer satisfaction in resolving outstanding account balances.
The bottom line: With the help of a software application powered by IBM Z, CGI is dramatically transforming the energy services company’s collection program, enabling the client to reduce bad debt and to increase the efficiency of its collections operations.
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ABOUT CGI Founded in 1976, CGI is one of the world’s largest IT and business consulting services firms. We help clients achieve their goals, including becoming customer-centric digital organizations, through high-end IT and business consulting, systems integration and outsourcing services combined with a unique client proximity model and global center of excellence network.