FICO, a leading predictive analytics and decision management software company, have announced that BNP Paribas Bank Polska has successfully used FICO® Adeptra® Risk Intervention Manager, part of the FICO® Adeptra® Mobile Services Platform, to engage with delinquent customers and improve collections success. By contacting customers using automated calls and SMS over the last year, the bank has increased the number of promises to pay by delinquent customers, while reducing the cost of collections. The FICO Adeptra solution is not only improving collections effectiveness, it is also creating better customer engagement and satisfaction.
Using the the FICO Adeptra managing and reporting tools, BNP Paribas Polska was able to decide which strategy should be applied to whom, and how we will communicate with different customers and segments. The bank has found that improving customer contact has an effect not just on collections results but also on the customer experience. "Many customers do not wish to talk about their unpaid debts directly to an operator/agent," Kunkel director in the collections department at BNP Paribas, said. "With FICO Adeptra mobile services, customers can make a promise to pay automatically and have the option to pay it by debit card. This makes the customer feels much more comfortable – the automatic communication is less stressful and less embarrassing than talking directly to an operator/agent."
Contacting the customer is always a major problem in bill collection. Using flexible and intelligent technologies clearly make a difference.
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