Transform your collections customer journeys

Engage your customers and cut through the noise

Debt collection can be an unpleasant experience, but it’s made easier with simple empathetic processes that empower customers.

Using technology to communicate effectively and manage debt recovery.

The collections process can be distressing for consumers, and personal circumstances may leave them reluctant to engage with you. Balancing sensitivity to this fact while obtaining their commitment is often a real challenge.

Organisations often find that their calls and letters are missed or ignored, and that the entire process has too many touch points and breaks where customers can disengage. With consumer arrears increasing and the numbers likely to rise, organisation can expect more of their audience to experience financial difficulty.

Streamline your debt recovery journey

Effective language that cuts through the noise and builds trust with consumers is the only way to ensure you’re providing a debt recovery journey that enables your customer and provides the best experience possible.

The below provides you with a top-level view of the modules we use to streamline collections processes, increase retention, and empower customers to make repayments and service their debt.

Transforming the collections customer journey

This is how your collections customer journey could look  

Here we demonstrate a typical collections process using our platform and suite of modules. It highlights the sentiment most customer feel when being contacted regarding debt management, and the best approach to creating an ideal customer journey.

You too can utilise our platform to improve your customers experience with your process by removing pain points.  Whether agent-assisted or self-serve, we enable smooth journeys that engage empathetically, increase convenience and reduce complaints.

Download the full Santander collections case study

Delivering substantial uplift to all your KPIs

25% uplift in conversions

The longer a journey, the more likely a customer is to drop off of a purchase.

By streamlining journeys so that they can be completed often in just one single interaction, our solutions remove the breaks in which customers drop off. The result?

A surge in conversion rates for your business.

75% reduction in overheads 

Inefficiencies caused by mail, document processing and lengthy handling times mean operating costs for businesses are inflated.

By digitising these typical breakpoints or eliminating the need for them entirely, we help our clients to boost efficiency, enabling them to offer maximum value to their customers at the lowest possible cost.

100% compliance, guaranteed

Traditionally, compliance procedures have been susceptible to staff error. Moreover, physically storing customer documents can be both costly and inconvenient.

Our solutions ensure compliance by creating automated workflows that eliminate the potential for mistakes. By collecting electronic signatures and exchanging documentation digitally, there is no need to listen back to calls to check compliance delivery. That means completing paperwork becomes a thing of the past.

90% reduction in transaction times

Lengthy transaction times, both on a journey and individual touchpoint level, benefit no one. Efficiency suffers and frustrated customers drop out in favour of a competitor who can deliver the product or service quicker.

Our solutions reduce transaction times by giving staff the digital tools that enable them to meet the customer need there and then, improving first contact resolution so complex journeys no longer need to span multiple steps and channels.

90+ NPS

Customers are no longer willing to settle for second rate experiences, and organisations that don’t put the customer at the heart of their journey will cause friction and frustration.

By streamlining the sticking points in journeys so they become effortless and flow seamlessly, our clients benefit from happier customers and better brand advocacy over time.

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