Help customers who are struggling to pay.
More customers pay or agree a plan they can afford without waiting to speak to someone, with AI agents that guide them through it online, by chat or by phone. Anyone who needs a person reaches your team, and every step is recorded.
Help customers who are struggling to pay.
More customers pay or agree a plan they can afford without waiting to speak to someone, with AI agents that guide them through it online, by chat or by phone. Anyone who needs a person reaches your team, and every step is recorded.
Financial difficulty and payment journeys
Customers who are struggling often avoid contact until the debt has grown. When they do get in touch, they face a wait and a difficult conversation. Agents must capture circumstances, check what the customer can afford and agree a plan consistently, and regulators expect you to show that each customer was treated fairly.
We build a secure journey, reached by a personalised link or from your website, where customers confirm who they are and choose to pay or to explain why they cannot. A decision tree captures their circumstances and any vulnerability, such as a lost job or ill health, and offers the right option. Customers can pay by card, Apple Pay, Google Pay, Visa Click to Pay or automated voice, set up a Direct Debit or agree a payment arrangement, all through PCI DSS compliant payments. Everything is written back to your billing system and recorded as evidence, including FCA Consumer Duty evidence for lenders.
- ✓ContactSMS with a personalised link
- ✓VerifyIdentity verified without a login
- ✓AssessCircumstances and support needs captured step by step
- ✓PayAffordable arrangement agreed and first payment made
- ✓RouteOption to speak to an adviser offered
- ✓IntegrateArrangement written back to billing
- ✓ReportAffordability and support evidenced
- ✓ContactSMS with a personalised link
- ✓VerifyIdentity verified without a login
- ✓AssessCircumstances and support needs captured step by step
- ✓PayAffordable arrangement agreed and first payment made
- ✓RouteOption to speak to an adviser offered
- ✓IntegrateArrangement written back to billing
- ✓ReportAffordability and support evidenced
- ✓ContactSMS with a personalised link
- ✓VerifyIdentity verified without a login
- ✓AssessCircumstances and support needs captured step by step
- ✓PayAffordable arrangement agreed and first payment made
- ✓RouteOption to speak to an adviser offered
- ✓IntegrateArrangement written back to billing
- ✓ReportAffordability and support evidenced
More customers engage early and agree a plan they can afford, without waiting to speak to someone. You can track arrangement take-up and show how each customer was treated.
Free discovery, then live in 4-8 weeks from sign-off of the solution design. Then we host, monitor and improve it. See how it works
Kraken, SAP, Salesforce and in-house billing systems, through file exchange or API. No replacement programme.
Ready to take on this problem?
A half-day session on one problem. You leave with a solution design and a target outcome.
Ready to take on this problem?
A half-day session on one problem. You leave with a solution design and a target outcome.
We design, build and run customer-contact solutions for regulated UK organisations, on our own AWS platform.
We design, build and run customer-contact solutions for regulated UK organisations, on our own AWS platform.
We design, build and run customer-contact solutions for regulated UK organisations, on our own AWS platform.