Hall's Culligan Water Payment Recovery Case Study

This case study details the challenges faced by Hall's Culligan Water regarding declined card payments and the subsequent loss of revenue. The company experienced significant issues with outdated customer payment information, which led to customers going months without paying their bills. Kathy Coker, the shared services manager, noted that once a customer became 60 days delinquent, services were halted, resulting in lost revenue and extensive manual labor to update payment details. To address these challenges, Hall's Culligan implemented the Account Updater solution from CSG Forte. This automated system updates payment information securely, reducing the administrative burden and improving the collection of receivables. In the first month of using this solution, Hall's Culligan recovered over $250,000 in payments and completed more than 4,000 cardholder updates without manual intervention. The implementation of Account Updater significantly streamlined the collections process and saved time for both staff and customers.