case study
Financial Services
From Manual to Magical: How Enerwave Achieved 19x ROI Transforming Account Receivables Management with AI
x19 ROI
every €1 invested returned €19
+6.88%
average payment rate
+29%
Stefanos Antonaros
Customer Applications Product Owner Enerwave
Moveo.ai helped us address one of the most challenging segments in debt collection, customers who had already terminated their contracts and had outstanding balances. By leveraging conversational AI, we engaged this audience respectfully and proactively. The impact was remarkable. We collected over €100,000 faster than ever, achieved a 6,88% average payment rate, and saw 29% of payments completed within just 10 days. With a 19x ROI, Moveo.ai didn’t just improve our process, it redefined our collections strategy and proved that even the most difficult customer journeys can lead to measurable success.
The challenge
Enerwave struggled with a persistent problem: collecting outstanding payments from customers no longer on active service. The company's manual and generic communication methods were a costly and ineffective approach, consistently failing to produce optimal recovery rates across all payment delay periods.
The solution
Enerwave had already successfully deployed Moveo.AI's conversational AI platform, with their AI agent "Jool," which had transformed their customer service. Building on this proven foundation, Enerwave expanded Jool's capabilities into terminated customer collections, leveraging the same advanced conversational AI technology but now configured for post-service payment recovery. Jool engaged terminated customers with personalized communications and streamlined payment processes, successfully collecting outstanding balances across all payment delay categories.
The result
Moveo's AI Agent for Enerwave, Jool, delivered a strong return on investment on the segment of terminated customers. The AI-powered system demonstrated superior efficiency with 29.2% of all payments made within 10 days of the AI conversation and 19X ROI, leading to expanded deployment plans across additional collection use cases.
About Enerwave (formerly Elpedison)
Enerwave is one of Greece's leading energy companies, providing electricity and natural gas services to residential and commercial customers across the country. Operating in the highly competitive Greek energy market, Enerwave serves thousands of customers while managing complex billing cycles and payment collections inherent to the utilities sector.
INDUSTRY: Energy & Utilities
HQ: Greece
PROJECT IMPLEMENTATION: 5 Days
Scaling terminated customer collections with AI Agents
Enerwave faced rising outstanding balances from terminated customers across various account closure scenarios, and their manual, human agent-based collection process was resource-intensive, limited in reach, and inconsistent in results. With terminated customer balances spanning from recent 0-30 days past due to challenging 365+ day outstanding amounts, Enerwave aimed to modernize post-service collections: deliver faster, personalized communications at scale, optimize recovery rates across all payment delay periods, and ensure consistent outreach to former customers who no longer had active service relationships.
To achieve this, Enerwave partnered with Moveo.AI, whose AI-powered conversational platform seamlessly integrates with existing systems and has proven success in transforming both customer service operations and now terminated customer collections, handling thousands of cases while ensuring compliance and maintaining professional communication with consumers while ensuring high CSAT.
A strategic AI Agent evolution from support to collections
Enerwave deployed Jool, an AI-powered collections solution, to contact customers with terminated accounts.
Jool, Moveo’s AI Agent for collections, generated significant results, achieving a return on investment of 19x for every euro invested. With a peak payment rate of 33% on the overdue segment of 61-90 days, the solution proved its effectiveness. Following this success, Enerwave recognized the potential of the AI agent and is now actively working on scaling the solution to revolutionize its entire payment recovery process.
The impressive results weren't just a win; they were the catalyst for Enerwave to scale the solution, signaling a new era for collections that is more efficient, data-driven, and customer-centric.
