DTE Energy Boosts Collections Using Interactive Customer Communications
DTE Energy (DTE) operates in economically challenged regions, with extremely high unemployment rates. Like other utilities, they have to manage soaring energy costs and an increasingly complex regulatory environment. Due to resource constraints of using an agent and dialer combination, DTE could only focus on delinquent accounts that were in jeopardy of having their service disconnected.
“Varolii’s thorough understanding of our industry and the effort they invested in understanding the consumer experience resulted in a solution that not only meets, but exceeds our expectations.”
- Jeff Moran, Director of Credit and Collections, DTE Energy
Recognizing the need for both a quick solution and an ongoing methodology for improvement, Jeff Moran, Director of Credit and Collections at DTE, introduced more cost-effective communications technologies into their collections mix.
DTE’s goals were to increase dollars collected, maximize dollars collected per dollars spent, achieve a higher level of list penetration, and increase the number of payments received.
After comprehensive evaluation, analysis, and testing, DTE turned to Varolii to make their collections strategy more efficient. They immediately discovered that Varolii’s best practices and data driven analytics improved the collections process and enabled them to build and maintain more meaningful customer interactions.