Case study · Energy · Data Analytics
£56m in collectible debt identified for an energy provider
A large, complex book and rising regulatory pressure. Some customers couldn't pay. Others had stopped engaging. On paper, they looked the same.
Collectible debt identified
Energy providerThe challenge
What the provider faced.
The provider had to identify and support vulnerable customers, while focusing collections on customers who were able to pay.
The dataset was large and complex. Separating hardship from disengagement was difficult. And every decision had to balance compliance, customer welfare and cash collection.
The solution
What we did.
We applied our Financial Vulnerability Score. It combines bureau, demographic and internal data to score each customer from 1 to 100.
Customers were grouped into low, medium, high and specialist vulnerability tiers. Each group could then be contacted with the right tone, channel and treatment.
The approach became a repeatable, compliant process the provider can run again as the book changes.
The results
What changed.
- More than 50,000 customers segmented, with around a third showing little or no vulnerability.
- £56m in collectible debt identified from more than 15,000 customers assessed as able to pay.
- Specialist cases identified for tailored support instead of routine collections.
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