OptiFlow for dunning and debt
OptiFlow is an agentic layer that runs your dunning pathway, moves each account to the right next step at the right time, protects customers who need care, and works on top of your existing billing and collections systems rather than replacing them.
A rigid dunning journey costs you cash and puts vulnerable customers at risk
Debt recovery in energy is a regulated journey of reminders, notices, payment plans and escalation, and it has to bend around each customer. Do it too slowly and cash sits uncollected. Do it too bluntly and you push a struggling or vulnerable customer down a path they should never have been on. Most dunning still runs on fixed cycles that treat every account the same, and the exceptions that matter get lost in the volume.
OptiFlow runs the dunning journey account by account, collecting more where it should and easing off where a customer needs care, with a full record behind every decision.
What OptiFlow handles
Runs the pathway
Moves every account to the correct next dunning step on time, from first reminder through to arrangement or escalation.
Reads ability to pay
Weighs the signals that show an account is struggling, so the journey adapts instead of marching on regardless.
Protects the vulnerable
Flags customers on the Priority Services Register or showing signs of hardship and holds them back from steps that would harm them.
Offers the right plan
Proposes affordable payment arrangements based on the account, and keeps them on track once agreed.
Recovers more, sooner
Focuses effort where it will actually collect, so good payers are not chased and real debt is not left to grow.
Keeps the audit trail
Records every decision and contact against Ofgem expectations, so you can evidence fair treatment for any account.
Common questions
Does OptiFlow replace our billing or collections system?
No. OptiFlow sits on top of the billing and collections systems you already run. It decides the right next step for each account and hands the action back, rather than becoming a new system of record.
Does it respect the rules on vulnerable customers?
Yes. Protecting customers who are vulnerable or on the Priority Services Register is built into the pathway. OptiFlow holds those accounts back from harmful steps and routes them to the right care.
Will it contact customers on its own?
Only within the limits you set. OptiFlow can run defined contact steps automatically, or prepare the next action for a person to approve, depending on the risk of the account.
How does a deployment start?
It starts by reading your live debt book so OptiFlow can show you where the current pathway is losing cash or exposing customers, before it takes any action.
See how OptiFlow would fit your operation
Speak to our team and we will map it to your workflows and systems.