A national electricity utility serving over three million customers was struggling with manual billing processes, fragmented payment channels, and low collection efficiency. Customers paid through multiple banks, mobile money providers, and physical offices, yet the utility lacked real-time visibility into payments. This led to frequent disputes, delayed account updates, and high operational costs associated with manual reconciliation and customer support.
Service Cops Group implemented an E-Collections platform that aggregated all payment channels into a single, unified system. The solution enabled customers to pay electricity bills via mobile money, banks, online platforms, and authorised agents, while providing the utility with real-time dashboards for payment tracking and automated reconciliation. The platform was integrated directly into the utility’s billing systems, ensuring accurate and immediate account updates.
Following deployment, the utility gained real-time visibility into payments across all channels, dramatically improving financial control and forecasting. Collection rates improved by 25%, while payment-related disputes were reduced by 90% due to clear, verifiable transaction records. Customers benefited from greater convenience and faster service, and the utility realised millions of dollars in annual operational cost savings through reduced manual processing and improved efficiency.