Collections software for telecoms

Arrears customers are still your customers. Flexys gives telecoms providers one system for collections across consumer and business accounts, so small balances resolve themselves, fairness is evidenced, and people stay connected.

Book a demo

Telecoms customer managing their account on a phone

The telecoms collections problem

Telecoms debt is unlike a loan. The balances are small, the volumes are huge, and the customer in arrears is also the customer you want to keep. Every heavy-handed contact risks the relationship, every restriction or disconnection is regulated and costly, and the margin on a £40 bill leaves almost nothing to spend on chasing it.

Ofcom expects providers to treat customers in debt fairly and to identify vulnerability before restricting service. Where handset finance sits on a separate credit agreement, FCA Consumer Duty applies too. Two regulators, one customer, and an expectation that you can show what happened and why.

Most telecoms collections runs on the billing system's dunning cycle plus spreadsheets, agents and a third-party agency at the end. Nobody holds the full picture of a customer's account, contacts and circumstances in one place.

Built for high-volume, low-balance collections

Sort it before the service stops

Customers in arrears set up a plan or pay online in minutes, at whatever hour they notice the bill. Payment options, tone and timing adapt to their circumstances, and customers showing signs of difficulty are routed to support rather than restriction.

Small balances, near-zero handling cost

Reminders, arrangements, promise monitoring and broken-promise follow-up run automatically across the whole book. Agents only see the accounts that need a person, so the cost of collecting a £40 bill stays in proportion to the £40.

Ofcom fairness, evidenced

Vulnerability flags, affordability checks and every restriction or disconnection decision are recorded in one audit trail. When Ofcom or a customer asks why an account was treated as it was, the answer is already there.

Consumer and business, one system

Household mobile and broadband accounts and SME telecoms contracts run on the same software with different journeys. Scale volume without scaling the team, and keep more customers connected and paying.

Proven in high-volume billing

Flexys runs collections for Water Plus, the UK's largest non-household water retailer: hundreds of thousands of business accounts, small margins per bill, and a regulator watching how debt is pursued. Outside telecoms itself, it is the closest environment there is.

93 to 63average days to pay, after new collections journeys went in

5%monthly cash uplift

25%fewer complaints about collections processes

The same pattern fits telecoms: high volume, low balance, customers you want to keep, and evidence that has to stand up when the regulator asks.

Telecom collections software: common questions

What is telecom debt collection software?

Software that manages unpaid telecoms bills from the first missed payment: automated reminders and payment plans, agent tools for accounts that need a conversation, vulnerability handling, and an audit trail of every action. Flexys does this for consumer and business telecoms accounts in one system.

Does Ofcom regulate how telecoms providers collect debt?

Yes. Ofcom's General Conditions require providers to treat customers in debt fairly and proportionately, and its guidance on treating vulnerable customers fairly sets expectations for identifying and supporting customers in difficulty before service is restricted. This is a plain-English summary, not legal or compliance advice. Speak to a qualified adviser about your obligations.

Can Flexys handle business telecoms accounts as well as consumer?

Yes. Business and consumer accounts run on the same system with different journeys, contact rules and payment options. Flexys already supports large-scale business billing collections for Water Plus, the UK's largest non-household water retailer.

Does Flexys replace our billing system?

No. Flexys holds the complete record of collections activity and integrates with your billing system, which remains the source of balances and payments. It replaces the spreadsheets, inboxes and manual dunning workarounds where collections activity otherwise lives.