Omnichannel debt collection

Make it faster and easier for customers to get back on track with a frictionless omnichannel experience.

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Higher engagement than voice based strategies

Inbound and outbound, voice and digital. Omnichannel debt collection maximises every single customer touchpoint to drive higher liquidation.

Engage customers on the channels they prefer

70% of customers who open an SMS make a payment through our online portal. Don’t rely solely on traditional methods such as letters and voice - engage customers in a way they choose, in real time, with digital-first support.

Streamline your customer experience

Isolating channels creates a disjointed customer experience. With Collect, you can offer a consistent, highly engaging omnichannel collections voice.

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What is omnichannel debt collection?

Omnichannel debt collection means supporting customers through multiple channels, including live chat, phone, email, SMS, and self-serve functionality. True omnichannel creates a consistent experience across each of these touchpoints – enabling customers to continue the conversation where they left off. If their last contact was an email, the agent answering their call should be able to see their full contact history, supporting the customer to a seamless resolution.

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How does omnichannel debt collection boost performance?

In traditional third party debt collection, 78% of calls are blocked. Using multiple channels to engage customers is now a non-negotiable for any modern collections department. And in every interaction, customers expect you to know their journey so far to provide individualised support. Omnichannel debt collection enables you to continue the conversation with a customer, regardless of what channel they use to engage. The result? Faster resolution, a connected experience and engaged customers.

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How does omnichannel debt collection work?

Our omnichannel debt collection has three core pillars.

1. Personalised outbound communication

No two customers are the same, why would their collections journey be? We use machine learning and artificial intelligence to inform every aspect of our outbound communication. Our models create a unique experience for each individual, based on their personal preferences and behaviour. Down to the time a message is sent, all touchpoints are maximised to craft a collections journey that customers want to engage with.

2. Customer experience

To support those who need a helping hand, our specialist Customer Experience team is available globally across all voice and digital channels. With over 2300 5* reviews from customers across the world, they’re always ready to help customers turn things around.

3. Self-serve customer portal

86% of customers referred to InDebted get back on track independently, using our customer portal. More than just a payment platform, it lets customers manage their account end-to-end at their convenience - without the barrier of speaking to an agent first. This lets us get out of the way, so customers can get back on track.

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Simplifying collections for global businesses

The only global collections solution. Our omnichannel debt collection is geo compliant and multilingual, so you can provide your customers with a seamless collections voice.

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Benefits of omnichannel debt collection

Improved customer experience

Engage customers through the channels they prefer, in real time, with the information they need to manage their accounts with ease. Customers are seven times more likely to successfully resolve their accounts if they can contact our team through email, rather than voice.

Faster and higher liquidation

Enable customers to choose how and when they manage their accounts. Delivering 40% higher liquidation than voice only collections, and 282% increased engagement using digital channels.

Scalable

Our omnichannel debt collection is infinitely scalable to support high volumes of accounts. Unlike contact centre based collections, its automated nature means there’s a with low reliance on agent headcount to engage customers.

Intelligent by design

Machine learning models power our Collect product’s outbound collections communication. Predicting how, when and where customers prefer to be contacted generates a 30% uplift across all core metrics for success including open rates, through to payment plans created.

Industry leading results powered by InDebted’s omnichannel debt collection

“Customer Experience is critically important to Trustly, and InDebted’s omnichannel collections approach is core to how we support our loyal customers when they miss a payment.” — Rakesh Teckchandani, Sr. Director Risk Product, Trustly

How Trustly maintained collections performance while increasing referrals 12x

What happens when account volumes suddenly surge? See how Trustly scales collections in real-time, and maintains performance.

How 3 in 4 Snap customers resolve their accounts with InDebted’s digital-first collections

See how Snap Finance support their customers across the United States, in their preferred languages with digital-first collections.

How Klarna integrates with InDebted as their preferred collections agency in multiple markets

How Klarna integrates with InDebted in Australia, Canada, New Zealand and the United States to support their customers with a better way to shop globally.

How InDebted’s intelligent collections outperformed a traditional agency by 40%

How Cash Converters increased their liquidation rates by 40% using intelligent debt collection.

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Resources

How does omnichannel communication improve collections?

It’s all well if your agents are expertly trained on negotiating collections calls, but if a customer has to start the whole conversation again when they choose to email you, you might be missing a trick. Learn how to execute omnichannel debt collection in your strategy.

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How does omnichannel debt collection work in practice?

Take an interactive tour to see how machine learning drives omnichannel strategy across email and SMS.

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Evolving your strategy beyond linear to intelligent

Not ready to jump into a new collections partner but keen to evolve your strategy? We’ve shared our learnings and insights in this guide to help you power your collections performance.

Read the guide

Benefits of a seamless, digital approach to debt collection

Why does digital debt collection perform higher than traditional channels? Omnichannel is key to the success of a digital-first approach. Keep reading to learn why.

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Have more questions about omnichannel debt collection?

Get in touch to learn how it can take your customer engagement and collections performance to new heights.

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