Fundamentos en investigación aplicada en gestión empresarial

Abstract

The water supply and sewerage sector in Barrancabermeja faces significant challenges in managing overdue accounts, especially in the lower-income strata, where the payment culture is weak and socioeconomic conditions affect users’ ability to meet their obligations. Aguas de Barrancabermeja S.A. E.S.P. needs to implement more structured and sustainable strategies to ensure financial stability and service continuity. An analysis of the current situation shows that the recovery of overdue accounts must be addressed through a combination of financial, technological, and social strategies. Segmenting users based on their payment behavior and risk level is essential for designing effective normalization plans. Likewise, implementing early payment campaigns and partial interest forgiveness strategies has proven to be a viable alternative to encourage users to fulfill their outstanding obligations. To achieve efficient account recovery, the following is recommended: • Strengthen user segmentation strategies to tailor payment plans according to users’ economic capacity and financial behavior. • Implement technology to automate portfolio management, including the use of CRM systems, automated payment reminders, and predictive delinquency analysis. • Establish incentives for timely payments, such as interest discounts for users who make payments before the due date. • Optimize communication with users through various digital channels and educational strategies highlighting the importance of paying for the service. • Continuously monitor and evaluate results, adjusting strategies based on key performance indicators related to compliance with payment plans and reduction of overdue accounts.