Capability overview for Water Industry





Requiring considerable physical infrastructure, water companies are typically restricted to specific regions within a country from a consumer perspective and continue to be so. This has resulted in lower levels of competition in the marketplace, with a high degree of regulatory oversight in order to control many areas including pricing.

The advantage of this infrastructure is consistent revenue for investment, however with a disadvantage of mandatory service provision and heavy restrictions on any disconnection. The end result is a squeeze on profitability.

Nonetheless, times are changing, and market forces being introduced are creating a sea of change for the industry, with new a focus on optimal processes to ensure market competitiveness and profitable customer retention.

Transformational help from QUALCO:

  • A low-cost solution providing advanced features and best practice flexibility out of the box.
  • A configurable flexible system, agile for change and the design of new Customer Contact Journeys.
  • Specialist handling for industry specific challenges such as COS and COT together with field collections.
  • Cross industry experience, water specific focus. Accelerate the adoption of best practice to be market ready for competition, reduce cost and loss expense.

A persistent problem in the water industry has been usage and billing accuracy. Water usage is routinely estimated and accurately determining responsibility for exact volumes can be a challenge. This presents difficulty in maintaining traction in collections and recoveries strategy, generating complaints, and revenue loss.

Restrictions on water providers such as the inability to disconnect customers in arrears represent a unique issue as customers continue to incur debts even with extended periods of non-payment. The issue is further compounded if customers then move, requiring specialist change of tenancy/occupier or resulting in unoccupied properties, with additional processes to attempt to collect funds due.

These have both led to a rising portfolio of aged debt, uncollected revenue that represents an opportunity for in year bottom-line improvement in profitability.

QUALCO can help with your aged debt strategy:

Stay in Control – monitor workflow and aged debt volume, with robust control reporting tools
Take full advantage of 3rd Parties vendors to help process volumes with our data exchange and interface functionality
Optimise/identify trends and streamline your processes with our configuration tool
Easily control and configure automated journies to help process volumes

With controlled pricing, cost efficiency remains a focus across the industry. Process re-design, the use of technology, automation and a focus on digital strategy is a key element within this.

Self-serve, the ability to capture and use of data is enabling enhanced higher levels of service, especially when integrated with technologies such as omni contact channels. Enhanced data allows for additional segmentation, risk modelling and collections strategies all to be tailored to a customer’s situation, including trace strategies to determine who is occupying the property, improving collections effectiveness. The use of and handling of Credit Bureau reporting is also becoming more widely used.

These techniques are also extending into the recoveries processes, including integration with field agents and across the legal process. Automated workflows are being used to streamline processes, control workflow and optimise performance.

QUALCO help in process transformation:

Identify collections trends - quickly design optimal strategies to adapt
Customer Self-service via digital channels such as App and web-based portals
Connect to different data streams for scoring and modelling to segment, identify and classify accounts
Quickly classify and segment your customer base with our advanced decision tree functionality

In providing a service linking to property litigation and legal activities are crucial to gain access to a site, gather data, install a smart/prepayment meter or ultimately disconnect for outstanding debts.

As a regulated product, a warrant is often required and progress this, or a standard claim through the process can be complex and costly. Property access, fees and charges all need to be carefully managed.

Using the right system, technology can ensure this is done in a controlled manner and on a timely basis, minimising losses and reducing cost.

Managing on premise and third parties with QUALCO expertise:

Specialist change of tenancy process that enables the ability to work by the address or the debtor
View everything in real-time with connections to thrid-party vendors and systems
Unique features to support field agents in recording activity (e.g. images for full audit)
Utilise our advanced models to identify the most appropriate portfolios and partners for debt sale





QUALCO’s technology ecosystem helps you leverage data to gain customer insights, understand account behaviours and flexibly drive effective collections strategies to stay in control. Use the latest tools and techniques to minimise losses, optimise cost whilst creating good customer journeys and outcomes.


  • Manage, automate, and streamline an organisation’s processes
  • Design, run and control optimised collections and recoveries processes
  • All with the aim of enhancing profitability
  • Quickly set up self-service portals and digital journeys, with full Debt Stream integration


  • Ensure robust data management to fully leverage and control data gathered
  • Provide advanced analytics to enable more advanced decisioning and segmentation
  • Take full advantage of data to build sophisticated collections strategies

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