Managing credit, collections, recoveries and outages is surely one of the biggest challenges in the relationship between an energy company and its customers. However, it can be done with maximum efficiency and guaranteed compliance. In the specific case of MET Energía, we work by combining the Eloficash solution (from our partner Covline), AI, intelligent digitalization and our certified legal communications service. We talked about all this in our talk at the eighth edition of Future Utility, held on October 16 in Madrid.
| Key Fact | Details |
|---|---|
| Client | MET Energy |
| Sector | Energy / Utilities |
| Challenge | Scaling credit, billing, and collections processes without increasing headcount |
| Solution | Eloficash (Covline) + AI + certified legal communications (MailComms Group) |
| Result | From 300 to 15,000 residential customers managed in collections by the same team |
| Event | Future Utility 2025 (8th edition), October 16, Madrid |
The first thing we want to tell you is that the conversation was three-way: end customer, technology provider and trusted partner, which ensures a practical, solution-oriented and results-oriented approach. The participants were Ruth Ortega, Head of Controlling and Credit Risk Manager of our client MET Energía, Pablo Mauad, commercial director of COVLINE and Teresa Arandilla, commercial director of Legal Communications of MailComms Group.
5 Keys to Managing Delinquent Payments
Once the conversation was introduced, Ruth Ortega presented MET Energía to the attendees and highlighted the main points to be taken into account when managing defaults efficiently and, very importantly, in accordance with the regulations in a highly regulated sector:
| Lever | What it means | Impact on the business |
|---|---|---|
| Proactive Approach | Data integrated into a single tool to detect issues early | Reduces delinquencies before they escalate |
| Customer Segmentation | Different strategies for residential, business, and government customers | Higher recovery rate by segment |
| Reporting (monitoring and control) | Visibility to Make Informed Decisions | Anticipating portfolio risks |
| Automation of Certified Communications | AutomatedRegulatory Compliance | Improves recovery rates and frees up internal resources |
| Traceability | Full control over each case | Reduces litigation and strengthens legal defense |
Why MET Energía Combines Eloficash with Certified Communications
Then, the MET Energía representative explained the company’s decision to rely on Eloficash to manage these processes, in a dialogue with Pablo Mauad: “Our main motivation was the need to scale processes in a context of strong growth in the electricity business. More than a tool, we were looking for a solution that would help us manage the processes of credit risk, collection of non-payments, reporting and sending of reliable communications”.
At this point, the discussion was enriched by the participation of Teresa Arandilla of MailComms Group, who elaborated on the role of legal communications in managing conversations and notifications with MET Energía users. She described the channels the company currently uses to send certified notifications— registered fax, email, phone calls, and SMS—and previewed the near future: WhatsApp and callbots as options for increasing efficiency, always in a certified manner.
At this stage of the conversation, the importance of being accompanied, for the management of such sensitive processes, by a reliable service provider such as MailComms Group was mentioned . “In the energy sector, communications prior to a power outage are mandatory and must meet very strict legal criteria. It is a highly regulated sector in which having a trusted service provider such as MailComms Group is key. It gives us legal certainty, credibility with the client and guarantees that the recovery processes comply with all regulatory requirements,” commented Ruth.
Results: From 300 to 15,000 customers without increasing the workforce
The end of the session was devoted to discussing the Improvements observed since the solution was implemented:
- Reduction of the time elapsed between the provision of the service and its collection.
- Higher recovery rate in the friendly phase.
- Less need to escalate cases to legal action.
- Savings in administrative time and better experience for the collection team.
- Elimination of the manual tasks involved in sending postal bureaufaxes and their subsequent tracking and tracing.
Finally, significant figures were presented, “in the case of domestic customers alone , we went from managing 300 customers to 15,000 without increasing the number of professionals dedicated to this task”.
Frequently Asked Questions
How does MET Energía manage its collection processes efficiently?
MET Energía combines Covline’s Eloficash platform with artificial intelligence, process digitization, and certified legal communications from MailComms Group. The model is based on five key elements: data forecasting, customer segmentation, reporting, automation of certified communications, and full traceability of each case file.
What is Eloficash, and how does it work with certified communications?
Eloficash is Covline’s solution for credit management, billing, and debt collection. MET Energía combines it with certified legal communications (burofax, email, SMS, and soon WhatsApp) to ensure that every notification of nonpayment or service disconnection has probative value and complies with energy sector regulations.
Why is it mandatory to certify communications before a service interruption?
In the energy sector, prior notice of service disconnection is mandatory and must meet strict legal criteria. Working with a qualified, trusted service provider provides legal certainty, builds credibility with customers, and ensures that the collection process complies with all regulatory requirements.
What results has MET Energía achieved after implementing this model?
MET Energía increased the number of residential customers it managed in collection processes from 300 to 15,000 without increasing the number of staff assigned to this task. In addition, it reduced the time between service provision and payment, increased the recovery rate during the amicable phase, and decreased the need to escalate cases to legal proceedings.
What role does a trusted service provider play in managing regulated debt collection?
A Qualified Trusted Service Provider (PSCC) certifies the transmission, content, and delivery of billing and collection communications, which provides evidentiary value vis-à-vis third parties and regulatory agencies. This reduces the energy company’s legal risk and strengthens its defense in the event of a claim or litigation.