Managing Billing Collections, Shut-Off Prevention & Reconnection Workflows with Regulatory Precision
Utilities and energy providers operate in one of the most tightly regulated sectors, where every customer interaction—especially in billing and collections—has compliance implications. Delinquent accounts, potential service shut-offs, and reconnection processes must be handled with accuracy, empathy, and complete adherence to federal, state, and local regulations. At the same time, customers expect fast resolutions, proactive communication, and support that prioritizes their safety and continuity of service.
Yet most in-house teams are stretched thin responding to high volumes of billing inquiries, delinquency notices, payment arrangement requests, and escalations. When not managed effectively, these challenges can increase operational costs, negatively impact customer satisfaction, and expose providers to regulatory and reputational risks.
Fusion CX’s Utilities & Energy Collections Services combine highly trained agents, AI-driven insights, automated workflows, and omnichannel digital engagement to help providers reduce delinquencies while maintaining strong customer relationships. Our approach goes beyond traditional collections—focusing on customer education, early outreach, compliance-focused scripts, and data-backed strategies that prevent shut-offs, support vulnerable households, and ensure equitable service restoration.
By integrating human expertise with advanced analytics and customer-first communication models, Fusion CX enables utilities to streamline billing operations, improve recoveries, and reinforce brand trust—without compromising regulatory precision or service standards.
