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Avista Fuses Empathy and Process Discipline to Transform the Arrears Management Experience

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Avista Utilities redesigned its arrears journey by replacing traditional touchpoints with empathetic, actionable email reminders aligned with key moments in the collections timeline. The initiative aimed to reduce customer confusion, improve clarity, and make it easier for customers to resolve balances through one-click pathways to payments, payment arrangements, and financial assistance. In the second half of 2025, Avista distributed more than 100,000 reminder emails, generating more than $3 million in payments.

This effort earned Avista the Gold Award for Excellence in Arrears Management in Chartwell’s 2026 Best Practices Awards.

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Arrears Managment Avista Billing and Payment customer experience serving vulnerable customers

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