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NiSource Leverages Analytics to Understand Customer Behaviors and Reduce Arrearages

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NiSource’s Meter to Cash Analytics Program (M2CA) has realized many benefits since its launch, including a 24% reduction in total arrearages. The program was the direct result of an ad hoc survey of customers, who told NiSource that they either didn’t know about options that would support them through economically difficult seasons or they learned about those programs too late to utilize them. As a result, NiSource rolled out a data-driven customer engagement strategy that enables customers to take steps to prevent payment problems before they happen.

This initiative was recognized with a Silver Award for Billing and Payment Programs in Chartwell's 2024 Best Practices Awards.

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Billing and Payment Chartwell Best Practices Awards Customer Data Analytics NiSource

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