Southeast Europe bank improves contact rates and decreases service cost per customer using EXUS Collections Self Service

The problem

  • Difficulty to reach customers during working hours.
  • Strict regulatory restrictions were applied in terms of how often the debtor can be contacted.
  • When customers were contacted, collections agents found it difficult to propose on the phone complex repayment schemes and many alternative options for debt restructuring.
  • Some debtors felt uncomfortable having such discussions with the bank’s agents on the phone.

The Solution

  • Bank deployed new EXUS Financial Suite (EFS) product : EXUS Collections Self Service.
  • Bank offered a 24*7 online service to debtors for settling their debts, with all settlement/restructuring options available for reviewing without the “pressure” of an agent.
  • Debtors get detailed information per offering and select the most appropriate for them.
  • Debtors may also provide qualitative data (i.e. reasons for the inability to pay).

The Results

  • Decrease in the number of customers that cannot be reached.
  • Decrease in the cost of service per customer.
  • Increase in acceptance rate of settlements options.

Get in Touch

EXUS provides specialized software solutions for financial institutions, banking, telecoms, utilities.
For more information about our products and services please contact:  info@exus.co.uk