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Vulnerable customers / financial hardship: detection and support

Business question
How can we identify customers in financial hardship early to adapt our support?
What's at stake
For a utility with 400,000 residential customers, among the 12,000 flagged in financial hardship each year: 450 to 900 write-offs avoided, or $203k to $405k in bad debt avoided.
Data required
Contact and payment-incident history, verbatims expressing difficulty.
Sample result
Financial hardship signal score per customer with tailored support recommendations.
Demo · 1 min
Illustrative scenario

Consider a utility with 400,000 residential customers. The analysis picks up signs of financial hardship in contacts and payment incidents, so a payment plan or assistance program can be offered before the debt builds up.

MetricBeforeAfter
Customers in hardship enrolled in a payment plan or assistance program15%45%
Accounts written off a year3,0002,400
Annual bad debt$1.35M$1.08M
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