Utilities have faced new collections challenges in recent years as the economy has remained at historic lows. The best utilities have developed and used the weapons at their disposal to fight the war on bad debt, but many still faced high write-off percentages, rising service disconnections and ballooning requests for payment assistance while the economy has remained in the tank. With a slow economic recovery at hand many of these challenges will remain for some time to come. Still, some utilities have managed to keep their write-off percentages in check through a sound and proactive credit and collections strategy.

Chartwell’s Webinar on Revenue Collections Strategies will offer case studies from utilities that have implemented sound, proactive credit and collections policies and procedures that they’ve been able to implement and that have served them well during this “Great Recession.” Hear from these utilities about the challenges in implementing their ongoing strategy, how their credit and collections operations work and the lessons learned during the process.

Presenters
Candra Carvalho, Credit Supervisor, Hawaiian Electric Company
Candy has more than 30 years of Customer Service experience. Candy started off as a Meter Reader and over her career has held numerous credit related positions such as Customer Assistance Representative, Field Collector, and Credit Analyst. In her current position as Credit Supervisor, Candy’s main responsibility is managing the operations and activities of the Credit Section to maximize cash flow and minimize the bad debt expense. Candy took over the Credit Section in early 2008 and, with her vast credit experience, has helped the company to weather the recent economic downturn.

John Woodward, Credit and Collections Consultant, Bass and Company
John is a senior credit and collections professional with over 25 years experience in both commercial and consumer credit and collections and receivables management. As CEO and President of Credit Clearing House, John was responsible for all facets of the organization including collections, operations, legal services, outsourcing and consulting services, training, sales, accounting, IT, and human resources. John also worked as Vice President of Billing and Collections for Cablevision where he oversaw all billing, administration and collections functions for a telecommunications portfolio. As Credit Manager for electric and gas utility Long Island Lighting Company (now National Grid), John was responsible for the credit and collections for the company’s commercial customer base.

L. Dennis Smith, Vice President, Research and Information Delivery, Chartwell Inc.
Dennis is responsible for Chartwell’s research, conferences and member services. He has covered the utility industry for 12 years and has authored hundreds of articles and reports on topics ranging from call centers, bill presentment and payment, credit and collections, smart metering and customer service automation. He is a frequent speaker at utility industry conferences and serves as chair of EMACS – The Customer Experience Conference.

Registration rates

Suggested Research
Contact Chartwell at 404.237.9099 for more information about the below research:

• Credit and Collections Update 2009
• Web-based Agency Assistance Portals
• Energy Assistance for Low-Income Customers: Programs and Services
• Energy Assistance for Low-Income Customers: Promoting Awareness