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Carol Byrne | 09 May, 2024

What're the next steps after you determine a customer is at-risk for delinquency?

Recognizing that a customer is at risk for delinquency is a pivotal moment in the life-cycle of debt management. You need to be proactive and nurture these accounts to sustain healthy financial relationships to ensure a robust recovery process. That way, you can enhance collections performance while maintaining a humanized approach. 

In this article we’ll outline the strategic approach you should adopt once you’ve identified at-risk customers. By leveraging the capabilities of configurable platforms and decision engines, you can support these customers and potentially avoid delinquency altogether. 

Start with segmentation based on the likelihood of repayment 

First, segment them based on their likelihood of repayment. This allows for a more tailored approach to each customer without addings hours of extra work for your team.

Advanced decision management systems can be utilized to automate and optimize the segmentation process. By analyzing historical data and customer characteristics, a decision engine can segment customers into categories that reflect their financial behaviors and predict future payment probabilities, ensuring that resources are allocated effectively​​. From there, you can provide each customer with a humanized and personalized experience at a fraction of the time and manpower cost.

Move your riskiest accounts into a configurable platform to avoid arrears 

Before customers enter into arrears, it’s crucial to move their accounts onto a configurable and flexible platform. This system supports proactive management of debt across various stages, from pre-collection to recovery, by operationalizing analytics and incorporating predictive models​​. By doing so, it’s possible to engage with customers early in the debt cycle, which enhances the chances of recovering outstanding debts without damaging important customer relationships.

Enhance the customer experience through exceptional service 

Maintaining a high level of customer service is essential, especially for at-risk clients. This helps maintain customer engagement, which is crucial to gather up-to-date data that informs effective collections strategies that result in recovery. 

Configurable platforms offer omnichannel communication capabilities, which allow you to engage with customers through their preferred channels, enhancing responsiveness and satisfaction. Features like workflow automation and an intuitive user interface also help in providing a seamless customer experience. Additionally, self-service options empower customers by giving them control over their interaction with the service provider, potentially increasing their engagement and willingness to resolve their debt situations​​.

Provide support for financial hardship and vulnerability 

For customers showing signs of financial hardship or vulnerability, it’s your responsibility to direct them towards debt counseling services. This positions you as a supportive firm that helps in addressing immediate financial distress, building long-term trust and loyalty. Educating and supporting customers during their financial difficulties reinforces a positive relationship and can lead to better recovery outcomes in the future, improved retention and happier customers. 

Effectively support your at-risk customers with C&R Software 

By adopting a systematic approach to managing at-risk customers you can significantly improve their debt recovery rates while maintaining positive customer relationships. This can be achieved through precise segmentation, followed by integration into a robust and configurable platform, and topped with excellent customer service.

C&R Software’s Debt Manager and FitLogic provide the necessary tools to implement these strategies effectively, ensuring that you are equipped to handle delinquencies sensitively and successfully. This helps you maintain humanized customer experiences in an efficient way, while successfully enhancing collections performance and hitting KPIs. 

To find out more about Debt Manager and how it can help you support your at-risk customers, contact a member of our team today. 

 Carol Byrne
About the author

Carol Byrne

Carol serves as VP of Marketing at C&R Software. Carol connects C&R Software's pioneering products with customers all over the world.

A guide maximizing customer experience during debt collection
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A guide maximizing customer experience during debt collection

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