{"id":49644,"date":"2026-07-16T17:25:49","date_gmt":"2026-07-16T22:25:49","guid":{"rendered":"https:\/\/www.openintl.com\/ambienteTrabajo2\/?p=49644"},"modified":"2026-07-16T17:29:31","modified_gmt":"2026-07-16T22:29:31","slug":"how-smartflex-automates-revenue-recovery-and-enhances-customer-financial-engagement","status":"publish","type":"post","link":"https:\/\/www.openintl.com\/ambienteTrabajo2\/how-smartflex-automates-revenue-recovery-and-enhances-customer-financial-engagement\/","title":{"rendered":"How Smartflex automates revenue recovery and enhances customer financial engagement"},"content":{"rendered":"\t\t
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Utilities evolving toward an\u00a0<\/span>i<\/span>ntelligent\u00a0<\/span>r<\/span>evenue\u00a0<\/span>o<\/span>perations strategy no longer wait\u00a0<\/span>until a<\/span>\u00a0<\/span>bill<\/span>\u00a0<\/span>becomes over<\/span>due\u00a0<\/span>to\u00a0<\/span>ta<\/span>ke<\/span>\u00a0action<\/span>.\u00a0<\/span>Instead, with a unified platform\u00a0<\/span>with<\/span>\u00a0embedded artificial intelligence (AI) and automation, such as\u00a0<\/span>Smartflex<\/span>, they can\u00a0<\/span>anticipate<\/span>\u00a0financial\u00a0<\/span>risk,<\/span>\u00a0protect revenue throughout the entire customer lifecycle<\/span>.\u00a0<\/span>Finally, they can<\/span>\u00a0build smarter<\/span>\u00a0and<\/span>\u00a0more\u00a0<\/span>empathetic<\/span>\u00a0and\u00a0<\/span>inclusive relationships with every customer<\/span>,\u00a0<\/span>especially those facing greater financial vulnerability.<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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From\u00a0disconnected,\u00a0reactive\u00a0operations to\u00a0intelligent\u00a0revenue\u00a0operations\u00a0\u00a0<\/span><\/h3>

The shift from reactive collections to a more intelligent, proactive, and customer-centric approach through\u00a0<\/span>intelligent revenue operations<\/span><\/b>\u00a0is no longer a future vision.\u00a0This\u00a0has become a business priority for utilities\u00a0seeking\u00a0to protect cash flow in an increasingly complex operating environment. However, achieving this transformation requires far more than deploying AI or automating isolated tasks.<\/span>\u00a0<\/span>\u00a0<\/span><\/p>

The real transformation happens when billing, metering, customer service, CX, field operations, and\u00a0financial management\u00a0stop\u00a0operating\u00a0as disconnected\u00a0worlds\u00a0and begin working as a single, connected operation.\u00a0One\u00a0source-of-truth\u00a0that\u00a0can\u00a0anticipate\u00a0risk, automate decisions, engage customers with the level of financial empathy each situation requires, and act before revenue is lost.<\/span>\u00a0
<\/span>\u00a0<\/span><\/p>

How\u00a0Smartflex\u00a0enables\u00a0intelligent\u00a0revenue\u00a0operations\u00a0<\/span>\u00a0<\/span><\/h3>

Smartflex\u00a0is Open’s unified platform designed specifically for\u00a0the\u00a0utilities\u00a0of the future. Unlike traditional architectures built on multiple disconnected solutions,\u00a0Smartflex\u00a0natively unifies billing, customer management, field work, meter data, CX, AI, and advanced analytics\u00a0on a single, unified data model.\u00a0<\/span>\u00a0<\/span>\u00a0<\/span><\/p>

By\u00a0operating\u00a0on a single business logic and\u00a0a single source\u00a0of truth, information\u00a0remains\u00a0synchronized and natively connected across every business process,\u00a0eliminating\u00a0data\u00a0silos, latency, and operational inconsistencies that can lead to rework and revenue leakage. This becomes even more critical as utilities adopt increasingly complex rate structures, distributed energy resources, and advanced metering programs that require every operational process to remain fully synchronized.<\/span>\u00a0<\/span>\u00a0<\/span><\/p>

In addition, this architecture\u00a0eliminates\u00a0a minimum of\u00a0<\/span>14 integration points<\/span><\/b>\u00a0across core customer operations systems, reducing integration maintenance costs to zero. For a utility serving one million customers, those integration costs alone can exceed\u00a0<\/span>USD $1.2 million annually<\/span><\/b>.\u00a0Built on this foundation,\u00a0Smartflex\u00a0enables utilities to implement a true\u202fintelligent\u00a0revenue\u00a0operations\u202fmodel\u00a0by combining embedded AI, configurable business rules, intelligent workflows, and unified data to\u00a0optimize\u00a0every stage of the revenue lifecycle.<\/span>\u00a0<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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Smartflex\u00a0delivers this through four\u00a0key\u00a0capabilities:<\/span>\u00a0
<\/span>\u00a0<\/span><\/p>

1. Embedded AI to predict, automate, and orchestrate the revenue recovery lifecycle\u00a0<\/h3>

The AI in\u00a0Smartflex\u00a0isn’t\u00a0a bolt-on module or an\u00a0external\u00a0layer;\u00a0it’s\u00a0embedded\u00a0into the core of the platform through\u202f<\/span>Alexandria<\/span><\/b>, Open’s AI engine, which continuously predicts risk, automates decisions, and executes intelligent actions across the entire revenue lifecycle.<\/span>\u00a0<\/span>\u00a0<\/span><\/p>

Alexandria predicts the risk of default before the bill’s due date by analyzing payment behavior, debt age, customer type, location, past payment agreements, and other operational variables to accurately\u00a0identify\u00a0which customers are most likely to miss a payment. A\u00a0U.S.\u00a0utility that implemented\u00a0Smartflex\u00a0and redesigned\u00a0its\u00a0collections process using intelligent segmentation successfully\u00a0<\/span>recovered 88% of residential debt\u00a0<\/span><\/b>during the preventive phase, compared to just 1% recovered during the disconnection phase. Anticipating risk not only boosts collections but also significantly cuts the operational costs associated with late-stage recovery.<\/span>\u00a0<\/span>\u00a0<\/span><\/p>

Smartflex\u00a0automates the entire\u00a0collections\u00a0lifecycle through intelligent workflows that segment delinquent accounts based on demographic, financial, and operational criteria. Additionally, it\u00a0prioritizes\u00a0collection strategies, generates\u00a0service disconnect orders, and automatically orchestrates\u00a0collection activities,\u00a0eliminating\u00a0manual back-office processes. After implementing\u00a0Smartflex, a Latin American utility eliminated\u202f<\/span>100% of the manual effort<\/span><\/b>\u202frequired to analyze, prioritize, and assign collection\u00a0activities, reduced unassigned disconnect orders from\u202f<\/span>53% to 22%<\/span><\/b>, recovered\u202f5% of accounts pending service suspension, and achieved full payment on\u202f11% of those accounts.<\/span>\u00a0<\/span>\u00a0<\/span><\/p>

Embedded AI also\u00a0orchestrates\u00a0process execution in real time. Every stage of the debt negotiation cycle is connected through configurable rules that\u00a0determine\u00a0when to escalate, when to approve automatically, and when to trigger an alert.\u00a0Therefore,\u00a0the\u00a0platform\u00a0acts\u00a0the moment a consumption anomaly or a payment agreement at risk is detected, without waiting for a supervisor to intervene. A water utility that fully digitized its suspended-premises review with\u00a0Smartflex\u00a0<\/span>recovered 6% of total delinquent accounts<\/span><\/b>\u00a0under suspension with fraudulent reconnection risk, directly improving the effectiveness of its recovery strategy.<\/span>\u00a0<\/span><\/p>

\u00a0<\/span><\/p>

2. Intelligent payment plans\u00a0<\/h3>

Not every customer faces the same financial reality.\u202fIn the United States,<\/span>\u00a0one in six households is behind on utility bills,\u00a0<\/span><\/b>with approximately $23 billion in outstanding utility debt [1].\u202fAgainst this backdrop, utilities increasingly need to balance revenue collection\u00a0objectives\u00a0with greater financial empathy.\u00a0Smartflex\u00a0provides configurable business rules that enable utilities to offer payment options tailored to each customer’s financial situation, supporting\u00a0a\u00a0empathetic approach without compromising collection performance.<\/span>\u00a0<\/span>\u00a0<\/span><\/p>

Payment\u00a0plans,\u00a0including amortization methods, installment schedules, interest rates, grace periods, and\u00a0early payment\u00a0incentives,\u00a0can be configured natively,\u00a0eliminating\u00a0custom development and accelerating decision-making.<\/span>\u00a0<\/span>\u00a0<\/span><\/p>

To\u00a0ensure these options reach customers at the right moment,\u00a0Smartflex\u00a0provides\u00a0<\/span>omnichannel digital communications<\/span><\/b>\u00a0capabilities that make personalized payment\u00a0agreements\u00a0immediately\u00a0available through a\u00a0<\/span>customer self-service portal<\/span><\/b>. Customers can review outstanding balances, select payment\u00a0plans\u00a0aligned with their financial circumstances, and manage their agreements without visiting a customer service office or calling the contact center. This reduces customer effort while empowering customers to take control of their financial obligations.<\/span>\u00a0<\/span>\u00a0<\/span><\/p>

The platform also automates post-payment actions, such as instantly canceling\u00a0pending service disconnect orders<\/span>\u202f<\/span>when customers resolve their outstanding balances before field execution. As a result, one energy utility operating with\u00a0Smartflex\u00a0avoided nearly\u00a0<\/span>USD $800,000<\/span><\/b>\u00a0in unnecessary field dispatch costs within just three months by\u00a0eliminating\u00a0truck rolls for disconnects that were no longer\u00a0required.\u00a0In another implementation,\u00a0<\/span>37% of all payment agreements<\/span><\/b>\u00a0were completed entirely through the self-service portal, reducing contact center workload while delivering a faster, more convenient digital customer experience.<\/span>\u00a0<\/span><\/p>

\u00a0<\/span><\/p>

3. Revenue assurance\u00a0<\/h3>

Smartflex\u00a0protects revenue\u00a0at\u00a0the source, not just after a debt has already\u00a0occurred.\u00a0The key is ensuring data quality and consistency from the moment information is captured, as well as throughout field\u00a0operations and metering activities. Whether a utility relies on\u00a0traditional or advanced\u00a0metering,\u00a0Smartflex\u00a0centralizes operational data in real time and digitizes meter reading, inspections, and field service activities. This improves process visibility, reduces\u00a0transcription errors, captures photographic evidence of every field visit, and enables utilities to\u00a0identify\u00a0inconsistencies before they affect billing accuracy or revenue.\u00a0<\/span>\u00a0<\/span><\/p>

Built on this trusted data foundation,\u00a0Smartflex\u00a0applies configurable business rules that\u00a0establish\u00a0expected consumption thresholds based on customer type and service\u00a0zone. When a meter reading falls outside those parameters,\u00a0whether due to unusually high consumption, consecutive estimated reads, or inconsistent data entered by a field technician,\u00a0the platform automatically generates an alert that triggers an intelligent workflow. This workflow coordinates the investigation, analysis, and resolution process,\u00a0while proactively keeping customers informed\u00a0with proactive\u00a0notifications,\u00a0ultimately\u00a0preventing\u00a0issues from becoming billing errors, customer disputes, or revenue loss.<\/span>\u00a0<\/span><\/p>

These\u00a0revenue assurance\u00a0capabilities\u00a0also\u00a0identify\u00a0unauthorized\u00a0connections,\u00a0and consecutive estimated\u00a0meter\u00a0reads\u00a0in real time,\u00a0without waiting for the billing cycle to close. As a result, one utility using\u00a0Smartflex\u00a0reduced estimated meter reads to\u00a0<\/span>1.03%<\/span><\/b>, outperforming the industry benchmark of 3%, while lowering valid billing complaints to just\u00a0<\/span>0.11%<\/span><\/b>. Fewer errors at the source translate directly into fewer revenue losses downstream.<\/span>\u00a0

<\/span><\/p>

4. Empathetic customer financial engagement\u00a0<\/h3>

An effective revenue recovery strategy begins with understanding each customer’s financial circumstances before\u00a0taking action. Increasingly, utilities are strengthening their digital engagement channels as part of a financially empathetic strategy, enabling customers to manage payments, payment agreements, and service requests without having to visit a customer service office.\u00a0Smartflex\u00a0combines embedded AI, dynamic customer segmentation, configurable business rules, and digital channels to recommend personalized payment\u00a0agreements, expand self-service capabilities, and\u00a0provide\u00a0tailored financial options that strengthen customer financial engagement while improving operational efficiency.\u00a0One utility that implemented\u00a0Smartflex\u00a0<\/span>increased electronic payments by 68%,<\/span><\/b>\u00a0reduced monthly billing complaints by\u00a0<\/span>57%<\/span><\/b>, and achieved\u00a0<\/span>49%<\/span><\/b>\u00a0adoption of its customer self-service portal as the primary customer interaction channel, improving both the customer experience and operational performance.<\/span>\u00a0<\/span>\u00a0<\/span><\/p>

Beyond internal operations,\u00a0Smartflex\u00a0also integrates with government agencies and nonprofit organizations, streamlining\u00a0customer\u00a0assistance\u00a0programs\u00a0management\u00a0so eligible customers can access financial support more quickly. At the same time, self-service capabilities make it easier for customers to manage payment commitments with less effort and greater collaboration.\u00a0One\u00a0Smartflex\u00a0client\u00a0implemented a financial\u00a0assistance\u00a0program in partnership with a nonprofit organization, using intelligent customer segmentation and automation to\u00a0identify\u00a0eligible customers and manage the program efficiently. As a result,\u00a0<\/span>100% of customers who applied for\u00a0assistance\u00a0received financial support<\/span><\/b>, strengthening community relationships while reducing financial risk.<\/span>\u00a0<\/span>\u00a0<\/span><\/p>

By combining customer intelligence, flexible payment options, external collaboration, and automation,\u00a0Smartflex\u00a0helps utilities reduce service disconnections, improve collections performance, and build stronger customer trust,\u00a0all on a single unified platform.<\/span>\u00a0<\/span><\/p>

\u00a0<\/span><\/p>

Beyond a\u00a0platform, a\u00a0strategy for\u00a0revenue\u00a0management\u00a0<\/h3>

The\u00a0Intelligent revenue operations\u00a0model\u00a0is redefining how utilities manage\u00a0debt. The focus is no longer limited to recovering\u00a0overdue\u00a0accounts,\u00a0it is about\u00a0anticipating\u00a0risk, automating decisions, and protecting revenue throughout the entire customer lifecycle.<\/span>\u00a0<\/span>\u00a0<\/span><\/p>

With\u00a0Smartflex, utilities turn this strategy into an operational capability. By combining embedded AI, automation, and a unified platform, they can reduce revenue leakage, accelerate revenue recovery, and strengthen customer financial engagement,\u00a0all while\u00a0operating\u00a0from\u00a0a single source\u00a0of truth and a fully connected business platform. In an environment where revenue can be lost long before a bill becomes overdue, utilities can no longer afford to rely on reactive collection strategies.<\/span>\u00a0<\/span>\u00a0<\/span><\/p>

How much longer will utilities continue managing revenue recovery reactively instead of protecting\u00a0it\u00a0throughout the entire customer lifecycle? Discover, together with one of our experts, how to implement an\u00a0intelligent\u00a0revenue\u00a0operations model tailored to your utility’s unique needs,\u00a0helping you protect revenue,\u00a0optimize\u00a0collections, and strengthen more empathetic financial relationships with your customers.<\/span>\u00a0<\/span><\/p>

\u00a0<\/span><\/p>

References\u00a0\u00a0<\/h3>

[1]<\/span><\/b>\u00a0Rocky Mountain Institute (RMI).\u00a0How\u00a0Low-Income Customer Programs Lower Energy Costs for Everyone.<\/span>https:\/\/rmi.org\/resources\/how-low-income-customer-programs-lower-energy-costs-for-everyone\/<\/span><\/a>\u00a0<\/span><\/p>

\u00a0<\/span><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"

Learn how Smartflex enables intelligent revenue operations by combining embedded AI, automation, unified data, and customer-centric financial engagement to help utilities protect revenue, optimize collections, and improve operational efficiency.<\/p>\n","protected":false},"author":9,"featured_media":49645,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":"","_members_access_role":[],"_members_access_error":""},"categories":[60],"tags":[],"class_list":["post-49644","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-industry-articles","generate-columns","tablet-grid-50","mobile-grid-100","grid-parent","grid-33"],"acf":[],"yoast_head":"\nIntelligent Revenue Operations with Smartflex for Utilities<\/title>\n<meta name=\"description\" content=\"Discover how intelligent revenue operations with Smartflex help utilities predict risk, automate collections, reduce revenue leakage, and improve customer engagement.\" \/>\n<meta name=\"robots\" content=\"noindex, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"How Smartflex automates revenue recovery and enhances customer financial engagement\" \/>\n<meta property=\"og:description\" content=\"Discover how intelligent revenue operations with Smartflex help utilities predict risk, automate collections, reduce revenue leakage, and improve customer engagement.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.openintl.com\/ambienteTrabajo2\/how-smartflex-automates-revenue-recovery-and-enhances-customer-financial-engagement\/\" \/>\n<meta property=\"og:site_name\" content=\"Open Intelligence\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/OpenSmartflex\/\" \/>\n<meta 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