The technology

Our Platform

Our Digital Debt Collection platform automates customer negotiations, payment matching and integrates with your support channels like telephone or email. Its uniqueness lies in combining machine learning and pre-approved content, providing full compliance while adjusting communication to your customer’s preferences.

The Engine

  • Multi-channel
  • Click-and-report
  • Real-time communication access
  • User-centric learning process
  • Strategy implementation
  • Four-eyes control principle
  • All parties privacy and security
  • Effective monitoring
  • Auto-update of compliance measures
Section one

Multi-channel

With a simple data mapping process, Digital Debt Collection becomes an extension of your core system. Its purpose is to run and manage the customer dialogue and repayment process with a focus on providing best user experience.

Digital Debt Collection ensures you communicate with your customers the way they are most comfortable with - by SMS, Facebook Messenger, email or Webchat.

Section two

Click-and-report

Digital Debt Collection captures a complete data record of your engagement with your customer. This can easily be integrated with your existing data warehouse or delivered to you as pre-prepared collection KPIs. Based on the daily activities and agreed repayment plans, Digital Debt Collection generates reports to provide you with easy follow-up on agreements, kept and broken promises and contact frequency rates.

Besides these basic KPIs, it can also deliver customized reporting at a customer or portfolio level. Digital Debt Collection saves time while increasing productivity.

Section three

Real-time communication access

With a best-in-class, user-friendly interface you have easy access to active communication for the purpose of audit reviews or testing implemented rules or new dialogue flows.

Digital Debt Collection provides equal transparency and fair treatment for all parties in the repayment process.

Section four

User-centric learning process

Digital Debt Collection not only digitises the collection process, it also makes it personal and adjusted to each individual customer by learning their preferences, current financial status and their needs.

Digital Debt Collection also comes with knowledge that can be customized and upgraded through the various and numerous daily communication flows, helping to manifest your values and understand your customer’s behaviour.

Section five

Strategy implementation

Digital Debt Collection adjusts to the portfolio segmentation rules you implement. It can easily communicate settlement or restructuring solutions in a way that requires minimal manual engagement whilst providing maximum flexibility, consistency and predictability.

Digital Debt Collection recognizes the behavioural patterns in order to help you create and implement the best collection strategies.

Section six

Four-eyes control principle

Digital Debt Collection provides for review of content before it is used in communication, and also provides a communication history and communication results for the purposes of forecasting, reporting, record keeping and auditing.

It provides review and approval of both causes and effects of specific campaigns.

Section seven

All parties privacy and security

Digital Debt Collection implements state of the art security protocols for data exchange as well as data encryption and access control.

Digital Debt Collection also offers an extra level of security built to enhance data protection and privacy for borrowers by using two factor verification, contact data consistency and anomaly detection. It protects you by preserving your customers’ data security and aligning with your GDPR policy.

Section eight

Effective monitoring

Digital Debt Collection enables you to monitor all activities, communication flows and borrowers’ needs in order to provide best possible customer service level in every point of contact.

Digital Debt Collection’s monitoring capabilities include an analysis of both parties’ activities in order to catch unexpected behaviours and identify bottlenecks. You can avoid the costs of “dialogue-recording” and “live-monitoring” - Digital Debt Collection covers it.

Section nine

Auto-update of compliance measures

Digital Debt Collection supports procedures, rules and regulations implementation within its own processes and modules.

Digital Debt Collection’s top priority is lowering/eliminating exposure to compliance issues, operational and reputational risk. This is done by pre-approved content integration, a transparent chat history which replaces both voice recording and manual commenting.

The Engine

Multi-channel

With a simple data mapping process, Digital Debt Collection becomes an extension of your core system. Its purpose is to run and manage the customer dialogue and repayment process with a focus on providing best user experience.

Digital Debt Collection ensures you communicate with your customers the way they are most comfortable with - by SMS, Facebook Messenger, email or Webchat.

Click-and-report

Digital Debt Collection captures a complete data record of your engagement with your customer. This can easily be integrated with your existing data warehouse or delivered to you as pre-prepared collection KPIs. Based on the daily activities and agreed repayment plans, Digital Debt Collection generates reports to provide you with easy follow-up on agreements, kept and broken promises and contact frequency rates.

Besides these basic KPIs, it can also deliver customized reporting at a customer or portfolio level. Digital Debt Collection saves time while increasing productivity.

Real-time communication access

With a best-in-class, user-friendly interface you have easy access to active communication for the purpose of audit reviews or testing implemented rules or new dialogue flows.

Digital Debt Collection provides equal transparency and fair treatment for all parties in the repayment process.

User-centric learning process

Digital Debt Collection not only digitises the collection process, it also makes it personal and adjusted to each individual customer by learning their preferences, current financial status and their needs.

Digital Debt Collection also comes with knowledge that can be customized and upgraded through the various and numerous daily communication flows, helping to manifest your values and understand your customer’s behaviour.

Strategy implementation

Digital Debt Collection adjusts to the portfolio segmentation rules you implement. It can easily communicate settlement or restructuring solutions in a way that requires minimal manual engagement whilst providing maximum flexibility, consistency and predictability.

Digital Debt Collection recognizes the behavioural patterns in order to help you create and implement the best collection strategies.

Four-eyes control principle

Digital Debt Collection provides for review of content before it is used in communication, and also provides a communication history and communication results for the purposes of forecasting, reporting, record keeping and auditing.

It provides review and approval of both causes and effects of specific campaigns.

All parties privacy and security

Digital Debt Collection implements state of the art security protocols for data exchange as well as data encryption and access control.

Digital Debt Collection also offers an extra level of security built to enhance data protection and privacy for borrowers by using two factor verification, contact data consistency and anomaly detection. It protects you by preserving your customers’ data security and aligning with your GDPR policy.

Effective monitoring

Digital Debt Collection enables you to monitor all activities, communication flows and borrowers’ needs in order to provide best possible customer service level in every point of contact.

Digital Debt Collection’s monitoring capabilities include an analysis of both parties’ activities in order to catch unexpected behaviours and identify bottlenecks. You can avoid the costs of “dialogue-recording” and “live-monitoring” - Digital Debt Collection covers it.

Auto-update of compliance measures

Digital Debt Collection supports procedures, rules and regulations implementation within its own processes and modules.

Digital Debt Collection’s top priority is lowering/eliminating exposure to compliance issues, operational and reputational risk. This is done by pre-approved content integration, a transparent chat history which replaces both voice recording and manual commenting.

Architecture

Under the hood

If we don’t change the fundamentals and improve for our customers then our business will be eaten away.

Ross McEwan, CEO of Royal Bank of Scotland
Capabilities

Smart Data Infrastructure

KPIs Measurement

Identifies collection rate, contact frequency, preferred communication channel and deviations from agreements. Offers customized segmentation and portfolio performance monitoring.

Data Quality

The constant check of data consistency and data mapping in order to secure minimum collection data at all times for a smooth negotiation process. Real-time alerts for unprocessed data.

Compliance Check

Analyses application of compliance measures and updates compliance implementation. Alerts for all deviations or new measures to be applied before starting the negotiation process.

Portfolio Segmentation

Analyses borrowers’ preferences and assigns relevant communication flow in order to reach resolution in the shortest period of time. Controls contact frequency according to repayment habits.

Parallel Communication

Provides answers to borrowers while asking for a tailored solution from creditors for most sensitive situations. Takes in information from both parties and applies them permanently or on a case by case basis in accordance with pre-approved strategy.

Activity Follow-Up

The built-in workflow engine automatically triggers follow-up on the key dates from the communication history. Relates to the last communication outcome and avoids repeating the question over the same negotiation story.

Storage and Updates

Provides seamless data storage and add-ons, and updates without interruption of the process and with adjustable forms for data export.

Data Handling

Takes any data type in any form and transforms it into necessary and added value data for a successful negotiation process. It also provides feedback on customer’s preferences and needs in the desired form compatible with your core system.

Machine Learning

Gathers Q&A and integrates them into future negotiation processes based on the source and point of contact where new information is identified.

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