For Utilities

Strengthen the Customer Experience. Recover More Revenue.

Promise’s cutting-edge platform combines proactive outreach, world-class customer service, and flexible, affordable payment plans. Help customers stay on track while reducing delinquencies, improving payment consistency, and boosting revenue recovery.

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Some of our partners nationwide

End-to-end support

Proactive Outreach

We use AI to help find the people you serve and then educate to pull them in

Convenience

Our software keeps comprehensive audit trails and sophisticated fraud detection to prevent waste and abuse

Flexibility

Advanced technologies make it simpler than ever for users to verify their income and identity, and enable quick and accurate eligibility determinations

Service

Our platform makes self-service easy for most users, freeing up more resources for people who need an extra hand

Track your entire program from a single dashboard.

View incoming and projected revenues through a custom Promise dashboard and spend less time tracking down payments from customers who are behind on their bills. By handling proactive outreach, enrollment, and customer support for financial assistance programs, Promise allows utilities to reassign staff to other priority issues.

The products

Recover more revenue with data-driven payment plans and proactive outreach. Flexible, interest-free options reduce missed payments and improve consistency. Drive better results while delivering excellent customer experience.

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Streamline income verification with a secure solution that uses expanded data sources to improve accuracy, reduce costs, and quickly connect people to the support they need.

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Optimize relief programs with advanced tech and data-driven tools. Automate eligibility, simplify apps, and boost outreach for broad distribution. Scalable solution adapts to program needs with documentation for compliance. Enables efficient, transparent, impactful relief delivery.

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Seamless Integration. Powerful Outcomes.

From the first steps of program design to the last steps of providing audit-ready documentation, Promise powers world-class relief and repayment programs that increase participation and completion rates.

Implementation

8 weeks

Average time to stand up a new Promise relief or repayment program.

Outreach

Increase in applications from inclusive outreach to drive ongoing engagement and customer satisfaction.

Self-Service

90%

The vast majority of program applicants use our mobile-first, self-serve portal.

Speed

Centralized application and document processing, powered by AI, speeds the eligibility determination process by as much as 4x

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How utilities benefit from Promise.

Distribute Relief

Leverage Your Data

Data matching to government and utility data sources automatically qualifies people; no application needed

Dynamic Logic

Eliminate unnecessary and extraneous questions to maximize completion rate

Targeted Outreach

Encourage likely applicants to apply to dramatically boost applications

Smart Document Ingestion

Extract data automatically from uploads, avoiding manual data entry

Delight Applicants

Effortless Applicants

Our mobile-first self-service platform makes applying a breeze

Take the "Fast Lane"

Leveraging categorical eligibility facilitates instant approval for many

Personalized Reminders

Automated reminders make sure applicants don’t forget any required docs

Support When They Need It

Our US-based support agents are there for applicants who need a little extra help

Streamline Operations

Rock Solid Audit Trail

Every application detail is retained in a comprehensive, audit-ready log

Sophisticated Analytics

Machine learning finds and prevents waste, fraud and abuse by bad actors

Ongoing QA

Quality assurance “audits” find and correct mistakes before they become a problem

Vertical Integration

Integrated systems minimize the time from application submission to relief delivery

The resident experience

A modern software solution that prioritizes user experience.

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Real Stories. Real Results.

Discover how our solutions have delivered measurable success in real-world applications. Explore our detailed case studies.

Case Study

Through its partnership with Promise, Washington provided fast, broad energy relief to low- and moderate-income households statewide. The program reached 690,000 households in just 100 days, distributing $150 million in energy credits.

Products

690,000+

Households received relief

$150M

Distributed in 100 days

90%

Of credits went to low-income households

Case Study

Over 15 months, Promise payment plans helped WSSC Water recover $28 million in payments and support over 40,000 customers in reducing their water debt. With $48 million in enrolled balances, the program has empowered customers to stay current on bills and avoid disruptions.

Products

40,000+

Accounts enrolled in payment plans

$48

Million in water debt managed

90%

On-time payment success rate (up from 40-50%)

Case Study

The City of Richmond Department of Public Utilities (DPU) faced a significant increase in accounts receivable during the pandemic.

Through partnerships with PromisePay, DPU successfully distributed federal relief funds and implemented effective payment plans, reducing the outstanding balance by over $20mm and achieving a 93% compliance rate among enrolled customers.

Products

11,000

Customers enrolled with a compliance factor of 93%.

$7M

Relief distributed within the first 30 days of program launch.

$20M

Reduction in outstanding balances.

Case Study

Promise payment plans have helped Louisville Water recover more than $10mm in payments and distribute more than $11M in relief.  

In total, Louisville Water has recovered more than $20M at a cost of less than 1% that amount.

Products

17,000+

Accounts enrolled in payment plans.

21,000+

People who were able to keep their water on.

93%

Repayment rate (raised from 20% before working with Promise).

What our partners are saying...

The state of Virginia LIHWAP has been one of the most effectively run assistance programs I have seen in my 30+ years working in the utility industry. Through proactive communication, a strong technical team, and sound action plans, Promise been extremely successful in the timely distribution of much-needed funding.

George B. Hayes, P.E.

Director of Utilities, Chesterfield County, VA

During the pandemic we have seen more and more of our customers struggling to pay their water bills. Now more than ever, we need an easy way to get our customers into payment plans. PromisePay provides a seamless solution that gets more of our customers enrolled and brings revenue into our utility.

Tony Parrott

CEO at Louisville and Jefferson County Metropolitan Sewer District, KY

Promises made, promises kept... Some time ago we promised to repair our broken, aged water system and get the resources that were necessary. As we had these discussions time and time again, we were met by residents who expressed concerns over their water billing. We said that we would fight for equity in the water billing practice and process... Promise has done a tremendous job. Promise is the reason we are here today (providing millions in water bill relief to Jackson residents).

Chokwe Antar Lumumba

Mayor of the City of Jackson, MS

We’re here to help.

Our team includes security professionals who cut their teeth in support of national security and defense projects. Safeguarding sensitive information and ensuring the highest level of protection for your data is always mission critical.

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Meet the Team