Weaving the Collections Website into Your Collections Dialogue
“How can I create a Web-site that does more than take payments from people who would have paid anyway?”
While providing self-service payment access for past due customers is an important first step in reducing cost, it falls far short of optimizing collections operations. In order to create real and sustained operational impact, an online collections website must by fully integrated as part of a synchronized customer dialogue—capable of offering individualized payment programs as well as helping manage them more efficiently.
CMC FlexCollect® Web not only rapidly deploys a self service collections site that acts like a virtual collector, but is easily extensible into a fully synchronized customer dialogue. As a result, strategists have full control over offers that are presented to customers, can adapt them based on customer behavior across the dialogue, and can strategize treatments and communications using the FlexCollect platform’s decisioning engine.
FlexCollect Web goes beyond typical collections websites by allowing clients to:
- Integrate with a strategy engine to ensure that customers are receiving the latest and best individualized offers available to them based on decisioning rules
- Create a backbone for other communication channels, such as email and text to improve resolution rates
- Deliver real-time notifications of activity to the agent desktop, displaying customer web activities to improve calling effectiveness
- Allow strategists to view web analytics and performance data in the context of all channels, offers, and treatments
- Integrate seamlessly with existing systems and deploy quickly without significant upfront CapEx, to deliver near-term results and ROI