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The Completion and Compliance Layer for utilities

Every shutoff has a rule.Prove it every time.

Medical holds, payment arrangements, assistance pledges and service transfers still move by phone, paper and re-keying while state disconnection clocks run. Callvu runs each one from the first contact to customer information and billing, and enforces your PUC rules and your own policies at runtime. Live in weeks.

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Utilities rules, preloaded

  • State PUC disconnection
  • NERC CIP

Where the rules bite

Medical holds

No shutoff while a medical certificate is on file

Notices

Written notice before disconnection, on the state clock

Seasonal rules

Winter and heat protections from disconnection

Pledges

Collections paused while assistance is pending

Also on Callvu: PSEG Long Island

Four lines of work

Where it breaks today,and where to start

Credit and collections

Where it breaks today

  1. Shutoff lists are worked by hand, and medical certificates sit in another system.
  2. Payment arrangements are agreed on calls and never confirmed in writing.
  3. Notices go out late, or without the required wording.

What Callvu enforces, on the record

  1. No disconnection runs while a medical hold, an assistance pledge or a seasonal rule applies.
  2. Payment arrangements are offered, accepted and written to billing in one flow.
  3. Notices go out on the state clock, with the required wording, on the record.
  4. Written to your system of record, with the Decision Trace and Audit Trace

Where a typical utility struggles most:

  • Medical holds on shutoffs
  • Payment arrangements
  • Disconnection notices

Rule: State PUC disconnection rules, enforced at runtime

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Customer assistance

Where it breaks today

  1. Assistance pledges arrive from agencies by fax and email and are keyed in by hand.
  2. Customers apply for low-income programs on paper and wait weeks.
  3. Collections keep running while a pledge is pending.

What Callvu enforces, on the record

  1. Agencies submit pledges on their own link, and the account is protected the moment a pledge arrives.
  2. Program applications are complete before review, with documents checked on arrival.
  3. Approvals are written to billing, with every step on the record.
  4. Written to your system of record, with the Decision Trace and Audit Trace

Where a typical utility struggles most:

  • Assistance pledges
  • Low-income program enrollment
  • Hardship applications

Rule: State PUC customer protection rules, enforced at runtime

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Start, stop and transfer

Where it breaks today

  1. Move requests come by phone and web, with identity checked differently in each.
  2. Deposits and credit checks are handled outside the order.
  3. Final bills and new accounts are not linked, and balances get lost.

What Callvu enforces, on the record

  1. One governed request from every door, with identity verified first.
  2. Deposit and credit rules run inside the request.
  3. Start, stop and transfer are written to customer information and billing together.
  4. Written to your system of record, with the Decision Trace and Audit Trace

Where a typical utility struggles most:

  • Move-in and move-out
  • Service transfers
  • Deposit and credit decisions

Proof: PSEG Long Island runs start, stop and move service on Callvu, live in 4 weeks

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Field work and damage recovery

Where it breaks today

  1. Third-party damage to lines is billed months later, with photos and estimates scattered.
  2. Field appointments are confirmed by phone, and customers are not home.
  3. Access and safety notices are not recorded.

What Callvu enforces, on the record

  1. Damage claims open with photos, location and estimates captured once.
  2. Customers confirm appointments on their own link, with reminders that stop when done.
  3. Notices and completions are written to field service and billing, on the record.
  4. Written to your system of record, with the Decision Trace and Audit Trace

Where a typical utility struggles most:

  • Third-party damage recovery
  • Field appointment confirmation
  • Access and safety notices

Record: Every notice, appointment and completion in the Audit Trace

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See it under state disconnection rules

A shutoff blocked by a medical hold

An account comes up on the shutoff list. Before anything runs, the six evaluators check it. A medical certificate is on file, so the disconnection is blocked, the customer is offered a payment arrangement and the hold is recorded with its expiry date. Nobody has to remember the rule.

Run it in the sandboxSee the utilities demo

Disconnection request

Account ending 2290

Past-due account on the shutoff list

Received

Medical certificate on file checked

Found

Disconnection

Blocked

Payment arrangement offered to the customer

Sent

Hold recorded with its expiry date

Recorded

Orchestrator decision: Block, with the reason recorded. Every step is in the Decision Trace and the Audit Trace.

Integrations

Runs on the systems your utility already has

Customer information and billing, meter data, field service and collections, plus your contact center, messaging and GRC system. By API and webhook, built to what you run.

See all integrations
  • Customer Care and Billing
  • IS-U
  • Energy and Utilities
  • Itineris
  • CXone

Calculator

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What unfinished and non-compliant work costs utilities a year. Seven questions, about two minutes.

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Bring the process your commission asks about most

We build it, train your team and stay with you through launch and the ongoing management of your processes. You are live in weeks, with the evidence your regulators ask for.

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