Utilities

Collections for utility providers
that reduce disconnections

Pre-due SMS, field dispatch coordination, and reconnect efficiency — M360 helps utilities collect before service interruption, not after the truck has already rolled.

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Utilities Queue — Pre-due SMS · Reconnect pending

Thompson, B.Pre-due: 5 days

$480 · Electric · Send pre-due SMS

Ramirez, P.Disconnect: today

60 DPD · $920 · Water · Field dispatch pending

Kim, S.Hardship

45 DPD · $340 · Gas · Payment plan eligible

68%

Pre-due paid

45%

Reconnect rate

12%

Hardship plans

The utilities challenge

Disconnection is expensive — truck rolls cost more than the overdue balance on small accounts
Pre-due outreach could prevent 40%+ of disconnections but most teams have no workflow for it
Reconnect accounts need fast follow-up — delay means a second truck roll
Hardship program eligibility isn't tracked — agents offer payment plans inconsistently

How M360 solves it

Pre-due SMS cadence — automatic outreach 5 days before due date, before the account goes delinquent
Field dispatch coordination — agents can tag accounts for field visit and track dispatch outcome
Reconnect queue — disconnected accounts resurface with priority for next-day follow-up
Hardship flag in Customer 360 — eligibility tracked per account, consistent offers across agents

Utilities KPI targets

65%+

Pre-due payment

Before due date

40%+

Reconnect rate

Within 48h of disconnect

-30%

Truck rolls

With pre-due SMS

15%+

Hardship plans

As % of delinquent accounts

Utilities Template — What's included

Template Library →

2 Queue sets

Pre-due (5 days before)
Post-due / Reconnect

4 Cadences

Pre-due SMS reminder
Overdue outreach (3-step)
Reconnect offer
Hardship program offer

Key dispositions

Paid — Full / Partial
PTP — Reconnect pending
Field dispatch requested
Hardship plan agreed

See the Utilities template live

We'll show the pre-due SMS cadence, dispatch tagging, and reconnect queue — configured for your service type.