In the utilities industry, finding the right balance between keeping customers happy and collecting unpaid bills is no easy task. As more customers fall behind on payments, utility companies are under increasing pressure to recover revenue without damaging relationships or trust. That’s where InteLogix comes in. With more than 67 years of hands-on experience and a proven track record in skip-tracing and accounts receivable management, InteLogix helps utilities recover what’s owed—while keeping customer care front and center.
Skip-tracing, the process of locating customers who have become difficult to contact, is a critical tool in the utilities sector’s accounts receivable management (ARM) strategy. Utility companies must recover unpaid bills while adhering to regulatory and customer service expectations. When a customer moves without updating their contact information—or avoids communication altogether—skip-tracing bridges the gap.
InteLogix’s skip-tracing capability is not an add-on; it’s deeply embedded in our LogixCollect ecosystem, offering seamless integration of AI-driven data tools with empathetic human outreach. This ensures that every outreach is data-informed, compliant, and customer-centric, empowering utilities to boost recovery rates without sacrificing goodwill.
InteLogix isn’t just a vendor; we’re a trusted partner to utilities providers across the U.S. for over 25 years. Our deep roots in the industry have allowed us to serve electric, gas, and water utilities in states like Florida, Texas, Arizona, and New Jersey, handling everything from first-party customer care to third-party collections and skip-tracing.
Our utilities-focused solutions are supported by over 900 dedicated utility employees, flexible workforce structures (with 60% working remotely), and surge-ready agents for peak demand. InteLogix’s approach is underpinned by best practices like real-time monitoring, standardized operations, automation, and proactive communication—delivering consistency at scale.
One of our flagship utility clients faced significant challenges recovering unpaid balances from customers who had moved or disconnected service without a forwarding address. Traditional recovery methods weren’t yielding results, leading to stagnant recovery rates and increased write-offs.
InteLogix deployed its advanced skip-tracing solution powered by LogixSuite and LogixCollect, leveraging AI-enhanced databases, real-time data validation, and predictive modeling. Our agents were equipped with customized contact strategies to engage customers across their preferred channels—phone, SMS, email—supported by our omnichannel platform.
The results spoke volumes:
Recovery rates improved by 18% within six months
Contact success rate increased by 23%
Average account resolution time reduced by 15%
Beyond numbers, the utility reported improved customer sentiment scores, thanks to our approach of empathetic, compliance-driven outreach.
What differentiates InteLogix is our “Human Delivered, Digitally Enabled” philosophy. We don’t rely solely on automation; instead, we integrate AI and analytics to enhance our agents’ effectiveness. Our skip-tracing process is fortified by:
Natural language AI (LogixVoice) for sentiment-aware conversations
100% call monitoring with live coaching to ensure quality
Automated after-call summaries to speed follow-up
Real-time data dashboards for tracking trends and outcomes
This hybrid approach not only increases collection success but also aligns with utilities’ regulatory and customer care obligations. InteLogix has been recognized for delivering award-winning CX outcomes, contributing to multiple JD Power rankings for top customer satisfaction among utility clients.
Whether utilities are expanding into new territories, managing seasonal demand spikes, or optimizing legacy debt portfolios, InteLogix’s skip-tracing and ARM expertise is scalable, compliant, and tailored to evolving needs.
Our global footprint—with operations in the U.S., El Salvador, the Philippines, Egypt, and Canada—enables us to provide round-the-clock service with multilingual support. Combined with our nearshore and offshore flexibility, utilities can lower costs without compromising service quality.
For utilities seeking to enhance their accounts receivable management strategy, skip-tracing is not optional—it’s essential. InteLogix’s decades of utilities experience, proven skip-tracing solutions, and innovative technology deliver the balance utilities need between recovery and customer care.
Partner with InteLogix to transform skip-tracing from a back-office function into a strategic lever for revenue recovery and customer engagement.
Learn more about how InteLogix can help your utility optimize accounts receivable management and skip-tracing and Connect with Us.