Collections

#Arrears are rarely ill will

Behind most unpaid bills there is no unwillingness but something else: a forgotten direct debit, a tight month, a house move. Taking that into account in the tone achieves more than a third reminder in red.

Univerx Outbound supports collections that remind kindly, offer simple solutions directly and enable a well-prepared conversation with a person for difficult cases.

#Three stages

1. Remind. A friendly message with amount, due date and a link to pay or to a payment plan.
2. Offer. Anyone who cannot pay at once agrees a payment plan in self-service under your rules.
3. Talk. Anyone who needs an individual solution gets a callback or a conversation, well prepared.

The stages use the same tools as any other campaign. Consent, call windows and contact frequency apply here too, managed under Lists & consent.

#Self-service with clear rules

A payment plan in self-service is not a blank cheque. You set terms, minimum instalments and conditions, and self-service only offers what those rules permit. An agreed plan is written back to your receivables system.

For many people this is the more comfortable route: no call, no justifying themselves, just a clear proposal at a time that suits them.

The tone can be set per stage. The first reminder reads like a friendly note; the second states consequences factually and without threats. That keeps the relationship intact, even when money is involved.

#When a person is needed

Some situations do not belong with a machine. Anyone who indicates particular circumstances in self-service is handed to a trained person instead of receiving the next dunning level.

How reminders, payment plans and consent checks work together is shown in the use case Collections.