Illustrative scenario. Numbers and outcomes here reflect realistic patterns for this industry, not a specific customer engagement. We’ll publish named, attributed case studies once early customers have given us permission.
Telco & ISPs · case study
How a regional ISP cut recovery cost by 64% in two quarters
A regional QLD-based ISP, approximately 12,000 subscribers, predominantly NBN resale plus business fibre.
Challenge
The ISP was running ~$320k of overdue subscriber accounts at any time, paying a legacy commercial-collections agency 32% on every recovered dollar. TIO complaint volume from third-party collections was creeping up — every complaint was costing time, fees, and brand reputation in a tight regional market.
Approach
Adeva Pro replaced the legacy agency. Subscriber outreach was rebranded as the ISP itself; debtor portal, SMS payment links, and email reminders calibrated to ACMA Telecommunications Consumer Protections Code limits. Service-issue claims auto-routed back to the ISP's customer-service team rather than escalating in collections. Hardship workflow built in by default.
Result
Recovery rate held steady at ~58%, but contingency cost dropped from 32% to a materially lower rate (under contract). On the recovered $186k in Q1 alone, the ISP saved approximately $40k in commission. TIO complaint volume from collections-related issues fell to near zero. The ISP’s customer-effort score on payment recovery shifted from negative to neutral.
Key takeaways
- White-label debtor portal preserved subscriber relationships during recovery.
- Dispute-aware routing eliminated TIO complaint cycle.
- Contingency-only pricing materially under legacy 32% commission rate.
- Hardship-first workflow protected vulnerable customers from punitive collection.
Want this on your portfolio?
20-minute demo. We’ll model recovery on your real data — no commitment.
Book a demo