KCPL
Kansas City Power and Light (formerly Aquila, Inc.), a Kansas City based regional energy provider serving over 1.4 million customers.
Situation: KCPL sought to improve its write-offs and revenue recovery process by communicating with more customers pre write-off, collecting payments earlier in the cycle, and reducing disconnects.
Solution: KCPL implemented Varolii communications to augment agent-based communications and improve list penetration. Varolii enabled KCPL customers to pay directly from the notification, navigate to the correct location of the KCPL IVR with pre-entered customer account data -- making payment fast and simple.
Results: Within weeks, KCPL experienced substantially improved results in their core success metrics. Over time, customer surveys demonstrated that customers reacted positively to Varolii’s clear, personal, consistent messages. Other results include:
- 39% reduction in collections write-offs
- 45-60% reduction in cost per contact
- Redeployed over 40 agents from handling pre-disconnect outreach
- Reduced 0-30 and 30-60 day accounts receivables by over 9%
See KCPL (Aquila) Case Study >>