Utility debt collection software to balance revenue and responsibility
Debt Manager helps electric, water, gas, and broadband providers recover what's owed while protecting customers who need support. It's configurable, cloud native, and built for regulation, hardship, and seasonal change.
What is utility debt collection software?
Utility debt collection software helps manage overdue accounts from the first missed payment through recovery.
It applies disconnection rules and protected-customer restrictions automatically, identifies customers who may need support, and gives agents the context to agree affordable arrangements. Unlike a generic CRM or billing add-on, it's built for the complexity of collections, where no two cases are the same.
Challenge
Seasonal payment fluctuations
Bills swing with the seasons, and so does the ability to pay. Debt Manager uses predictive analytics to identify at-risk accounts before they fall behind, and flexible payment arrangements to accommodate budget fluctuations.
Challenge
Regulation and protected customers
Utility collections operate under strict frameworks, including disconnection moratoriums and protected customer classes that vary by market. Debt Manager applies the right restrictions based on customer status, date ranges, weather conditions, and regulatory requirements.
Challenge
Assistance program management
Connecting eligible customers with assistance programs reduces debt and builds trust. Debt Manager flags accounts that qualify, triggers proactive outreach, and tracks application status. Through SpringFour, customers received more than 8.5 million financial health referrals in 2024.
Cloud Native
Real Time Analytics
Built for configuration, not customization
AI Native
End-to-end collections and recovery
Open Architecture
Evolving Systems
Reporting and Dashboarding
Compliance Assurance
Digital Communications
Deploy quickly and scale for billing peaks and seasonal volume, with no hardware investment.
- Features that deliver
Cloud Native
Deploy quickly and scale for billing peaks and seasonal volume, with no hardware investment.
- Features that deliver
Real Time Analytics
Spot at-risk accounts early, with live dashboards for arrears, disconnections, and recovery performance.
- Features that deliver
Built for configuration, not customization
Change rules, workflows, and screens as regulations and seasons change, without waiting on IT or a vendor release.
- Features that deliver
AI Native
Predict payment behavior and support agents with AI that stays explainable and governed.
- Features that deliver
End-to-end collections and recovery
One system from pre-collection to recovery, built for collections complexity.
- Features that deliver
Open Architecture
Integrate with billing, CRM, and customer service systems through published APIs and batch interfaces.
- Features that deliver
Evolving Systems
Never end-of-life. Updates arrive continuously, so you aren't planning around upgrade projects.
- Features that deliver
Reporting and Dashboarding
Ask questions of your data in plain language to produce insights, dashboards, and reports.
- Features that deliver
Compliance Assurance
Rules, limits, and audit trails tied to regulations and internal policies keep you audit ready.
- Features that deliver
Digital Communications
Reach customers by SMS, email, phone, chatbot, and self-service portal, with consistent engagement on every channel.
See how a UK water provider reduced bad debt by 14%
In a newly deregulated market, the UK's largest water provider transformed its collections with Debt Manager.
Proven results
“Embracing advanced analytics and AI, we’ve been able to identify at risk customers before they miss payments and tailor support to their individual circumstances.”
“Things that were previously a challenge, including data integration, realtime monitoring, and combining virtual and agent communications, are now standard, significantly enhancing the customer experience.”
Check out what else we offer
FitLogic
Better decisioning everywhere
Transform complex data into smarter decisions across the credit lifecycle with a powerful, business-friendly decision engine.
Debt Manager
All-in-one collections solution
Streamline your collections process with an industry-leading solution that automates workflows and maximizes productivity and improves collections.
Zelas AI
For Debt Manager
Intelligent collections powered by AI
Optimize every customer interaction with AI-powered insights that increase efficiencies and drive better outcomes.
FitLogic
Better decisioning everywhere
Transform complex data into smarter decisions across the credit lifecycle with a powerful, business-friendly decision engine.
Debt Manager
All-in-one collections solution
Streamline your collections process with an industry-leading solution that automates workflows and maximizes productivity and improves collections.
Zelas AI
For Debt Manager
Intelligent collections powered by AI
Optimize every customer interaction with AI-powered insights that increase efficiencies and drive better outcomes.
What does a complete utility collections solution include?
- Collections and recovery. One cloud-native platform for every stage of the customer lifecycle, using analytics and AI to identify at-risk accounts, segment portfolios, and drive engagement.
- Decisioning. Embedded decision tools optimize early intervention, payment arrangements, and recovery strategies for residential, commercial, and industrial customers.
- Digital communications. Engage customers on their preferred channels, including SMS, email, phone, chatbots, and self-service portals.
- Analytics and insights. Real-time dashboards and models show arrears, disconnections, and recovery performance.
- Compliance and audit. Built-in rules, limits, and automated workflows support adherence to regional utility regulations.
- Configurability. Workflows and business rules adapt quickly to regulatory change, seasonal trends, and customer needs.
What do utilities gain?
- Stronger customer relationships. Empathetic engagement preserves relationships and supports financial recovery, even during hardship.
- Operational efficiency. One solution for collections and recovery, with routine tasks automated, so teams focus on customers.
- Regulatory confidence. Automated controls and auditable actions reduce exposure to penalties.
Why C&R Software for utilities?
- Over 40 years in collections and recovery.
- Trusted by leading electric, water, and broadband providers.
- Integration with billing, CRM, and customer service systems.
- Cloud-native deployment for fast time to value.
- Measured results, including a 14% reduction in bad debt at a UK water provider.
- 62countries with active clients
- $8 trillion+managed worldwide
- 20industries supported, more than any other provider
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Frequently asked questions
It's software that helps utilities manage overdue accounts from the first missed payment through recovery. It applies disconnection rules and protected-customer restrictions automatically, identifies customers who may need support, and gives agents the context to agree affordable arrangements.
Debt Manager applies restrictions automatically based on date ranges, temperature conditions, and customer classifications, which prevents prohibited disconnections while collection activity continues where appropriate. When moratoriums end, it identifies accounts needing attention and applies strategies such as payment arrangements, assistance referrals, and graduated reconnection.
Yes. It analyzes payment patterns, balance information, and available customer data to flag accounts that may qualify for assistance. It then triggers outreach and application support, and tracks application progress and payment status.