Proactive, Personalized, Powerful: Con Edison’s Arrearage Emails Drive Engagement
Con Edison has been awarded Chartwell’s 2025 Bronze Award for Excellence in Billing and Payment for its innovative email-based arrearage communications program, launched in 2024.
This initiative reflects Con Edison’s commitment to customer care and operational excellence, ensuring that every communication-driven strategy is exhausted before service interruption. By proactively engaging customers through personalized email outreach, the utility has transformed how arrearage situations are managed—prioritizing empathy, clarity, and action.
The results speak volumes:
- Open rates exceeding 50%
- Click-through rates over 36%
- More than 350,000 payments collected
These metrics highlight the program’s effectiveness in driving engagement and resolution, while improving the overall customer experience.
Con Edison’s approach sets a new benchmark for how utilities can use digital communication to support customers in challenging financial situations, earning well-deserved recognition from Chartwell at the EMACS Conference.
💡Learn more about the Billing and Payment Leadership Council by contacting Tim Herrick.
You may also like these blog posts:
- Gold Award Winner Increases Autopay Enrollment by 38%
- Customer-Centric Excellence: Recognized with Chartwell’s 2025 Best Practices Awards
- Customer Experience Journey Mapping Workshops for Residential and Business Customers: High Bill Customer Journey
Related Insight Center research:
