Avista Leads with Empathy to Transform Arrears Management

Avista has reimagined its collections strategy by transforming how customers in arrears are engaged throughout the collections journey. Moving beyond traditional past-due notices, the utility introduced simplified, empathetic, and highly actionable email reminders timed to key moments across the collection lifecycle. Each customer-facing communication was designed to reduce confusion, clearly outline available options, and enable immediate action through one-click pathways for payments, payment arrangements, and financial assistance. Avista won Chartwell’s 2026 Gold Arrears Management Award.

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Panelist:

• Andrew Barrington, Director of Customer Service, Avista

Andrew leads customer operations with a focus on service excellence, innovation, and employee engagement. With more than a decade of leadership experience in customer service, operations, and organizational leadership, Andrew is passionate about creating exceptional customer experiences through collaboration, data-driven decision-making, and continuous improvement. He is committed to building high-performing teams, developing future leaders, and fostering cultures rooted in trust, accountability, and purpose. Andrew believes that exceptional customer experiences begin with engaged employees and a shared commitment to serving customers and communities well.”

 

 

 

 

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