PSEG Long Island’s Automated Emails Collect Millions in Arrears

Tasked with achieving aggressive financial metrics by the end of 2022 in the wake of increased COVID-19 arrears, PSEG Long Island’s collections team identified key manual processes to automate to drive efficiency and reallocate resources. The Back Office Collections team built and implemented a Collections Email BOT that has collected $265 million in arrears by sending more than 1.2 million emails across ten targeted collections campaigns. The automated process improved collections performance metrics and freed up collections representatives to assist with other tasks. This achievement earned PSEG LI a Silver Award for Excellence in Billing & Payments.


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