30 days
faster average time to pay at Water Plus, down from 93 days to 63
5%
uplift in monthly cash collected at Water Plus
20-30
full-time roles' worth of volume handled by the digital journey at MotoNovo Finance
25%
fewer collections complaints at Water Plus
Trusted by lenders, motor finance providers and water retailers across the UK.
Most collections operations are held together by a core banking system, a dialler, a payments provider, a spreadsheet of arrangements, and a shared inbox. The record of what actually happened to a customer is spread across all of them, and nobody can see the whole picture.
Flexys holds that record in one place. Every communication, every arrangement, every action and every decision, with a full audit trail. It sits alongside your core banking system rather than replacing it, so balances and payments stay where they are and your collections activity finally has a home.
That means your agents see the same customer your portal does, your workflows act on current data rather than last night's file, and you can evidence any treatment decision without assembling it from four systems.
"It's totally transformed the way we work and the way we're managing our collections processes."
Mike Jones, DCA and Debt Strategy Manager, Water Plus
Communications
Arrangements
Actions
Decisions
Full audit trail
Agent portal and customer self-service in the same system.
↑
Out
↓
Two-way APIs and real-time event streaming
Every change flows as an event, in both directions, as it happens. No overnight batch, no polling.
↑
In
↓
Your wider infrastructure
Core banking system
Payments provider
Credit reference data
Telephony and dialler
SMS, email and letter providers
Reporting and BI
your own tools, fed in real time
Balances and payments stay in your core banking system. Flexys connects to your infrastructure as it is today and as it changes.
The UK's largest business water retailer, managing and monitoring more than 500,000 customers in Flexys.
✓
Average time to pay cut from 93 days to 63
✓
5% uplift in monthly cash collected, from re-processing accounts into new Flexys journeys alone
✓
20% reduction in the resource needed to manage early arrears
✓
25% fewer complaints relating to collections
A digital route for customers requesting forbearance, live within one week and integrated into the existing customer portal.
✓
Volume equivalent to 20-30 full-time roles handled by the digital journey
✓
Engagements averaged 100 per hour, peaking at 280
✓
25% of engagements happened outside contact centre hours
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End-customer Net Promoter Score of 70
OSB Group: from a monthly data refresh to daily.
Read the story →
The agent desktop: guidance, posture, the customer's own record and the next actions available, on one screen.
Improving customer outcomes
Most people in arrears would rather sort it out at 11pm on their phone than call you. The Flexys portal lets them do exactly that: see what they owe, set up a payment arrangement inside the rules you've configured, make a payment, and update their circumstances.
It isn't bolted on. The portal, the agent desktop and the collections record are the same system, so an arrangement a customer sets up at midnight is recorded immediately and ready for your team at nine the next morning, with no reconciliation step.
Self-cure rates go up, inbound call volume goes down, and the customers who genuinely need to speak to someone get through faster.
Reducing cost to collect
Your agents get one screen with the full customer picture: balance position from your core system, every previous contact, live arrangements, vulnerability flags, and the next best actions available under your policy.
No tabbing between systems, no reading back through email chains, no guessing what the last agent promised. Notes and outcomes are captured as structured data rather than free text, so they feed reporting and audit automatically.
The result is shorter calls, more consistent treatment, and new starters who are productive in days rather than months.
Reducing cost to collect
You configure the rules. Flexys runs them. Which customers get contacted, on which channel, at what point, with what message, and what happens when they respond or don't.
Because it's configuration rather than code, your collections team can change a strategy in an afternoon instead of waiting for a development cycle. When the FCA moves, or your board wants a different approach to a segment, you make the change and it takes effect immediately.
Communications go out across the channels your customers actually use, including your secure portal, and every one is logged against the customer record.
Collecting more and growing
Open Banking or short form income and expenditure assessment gives you a verified picture of what a customer can realistically afford, captured in minutes rather than over a lengthy phone call.
Arrangements built on real affordability data hold. Arrangements built on a rushed conversation and an optimistic estimate break, and a broken arrangement costs you twice: once in the missed payment and once in the rework.
Customers can complete the assessment themselves through the portal, which removes the most uncomfortable conversation in collections from the phone entirely.
Reducing risk
Every action your customers, agents or the system takes is recorded with a timestamp, the rule that triggered it, and the data it was based on.
When you need to evidence how a vulnerable customer was treated, or show a regulator that your policy was applied consistently across 40,000 accounts, the evidence is already there. You don't reconstruct it.
An optional complaints management module records, tracks and resolves complaints end to end inside the same audit boundary, with SLA management and regulator escalation handling.
Reducing risk
Flexys integrates with your core banking system through APIs and real-time data streaming. It works with Mambu, Tuum and SaaScada among others, and with whatever credit data and decisioning you already use.
We're bureau-neutral. If you have bureau relationships you want to keep, keep them. If you want to change supplier later, that's a configuration change rather than a re-platforming project.
Cloud-native and event-driven, so the system responds to what's happening now rather than to last night's batch file.
Example
One customer in early arrears
Every action, the rule behind it and who took it. Your own strategy will look different.
Day 14
SMS
Reminder SMS sent
Automated, arrears day 14
Rule: early arrears, digital first
Day 14
I&E
Affordability check completed in the portal
By the customer, 22:41, Open Banking verified
Disposable income recorded
Day 14
WEB
Arrangement created within your rules
By the customer, 22:53, built on that assessment
Rule: self-serve limits, tier 2
Day 15
AGT
Vulnerability flag applied
By an agent, 08:15, after the customer called
Policy code V3, carries to every channel
"Flexys is event-driven, so the amount of data you get out of it means it's really easy to produce whatever your regulator wants to see, quickly and simply. That has to be a key driver for any business looking to reduce the cost of operating."
Jemma Holland, Director of Transformation and Technology, Billing Finance
1
Collect more, faster.
Water Plus cut average time to pay by 30 days.
2
Customers sort it themselves.
Self-cure rates rise when the portal is open 24-7.
3
One record, not five systems.
Every communication, arrangement and decision in one auditable place.
4
Change a strategy in an afternoon.
Configure workflows without waiting for IT.
5
Evidence ready when asked.
Every action logged with a timestamp and the rule that triggered it.
6
Secure and always on.
99.9% uptime, ISO 27001 certified.
Collections in motor finance is not collections in water. The regulator is different, the customer is different, and the point at which intervention works is different. Flexys is configured to your sector's practice, not adapted from a generic template.
Whether your team is called collections, financial assistance, customer support or customer care, the operational problem is the same and the software handles it the same way.
Lending and finance
Cloud-native from the ground up, with 99.99% uptime. The software handles greater volumes without you growing the team, so a portfolio that doubles doesn't mean a collections floor that doubles.
Pricing is matched to the size of your book. ISO 27001 certified, certificate number 719933.
Independently assessed: ISO 27001 certified for information security, Arum Approved 2026, and FSQS registered for financial services supplier qualification.
A short call to understand your book and how your team works, then a demo of the software.
Debt collection software is the system a lender or utility uses to manage customers who have fallen behind on payments. It handles contact strategy, payment arrangements, agent workflow and the audit record of every decision. Flexys is built for organisations collecting on their own book rather than for debt collection agencies.
At minimum: an agent desktop with a full customer view, a customer self-service portal, configurable workflow and communications automation, affordability assessment, and a complete auditable record of every action. If those sit in separate products you'll spend more time reconciling them than collecting.
Yes. Many organisations now call their collections function financial assistance, customer support or customer care. The name has changed and the tone has changed, but the operational need is the same, and Flexys supports it either way. The software is built around good customer outcomes rather than pursuit.
Yes. The Flexys customer portal lets people check their balance, set up an arrangement within rules you've configured, make payments and update their circumstances, without speaking to an agent. Arrangements made in the portal appear immediately on the agent desktop.
Through APIs and real-time data streaming. Your core banking system keeps ownership of balances and payments, and Flexys holds the collections record alongside it. We integrate with Mambu, Tuum and SaaScada among others, and we're bureau-neutral on credit data and decisioning.
Configurable rules apply your policy consistently, vulnerability flags carry across every channel, and every action is logged with a timestamp and the rule that triggered it. That gives you the evidence to show how customers were treated.
It depends on scope and integration complexity. For context, MotoNovo Finance had a digital self-service capability live within one week. Multiple brands run on a single instance, and those rollouts take longer to configure. We'll give you a realistic timeline at demo stage.
Anywhere from around 500 customers in arrears up to 500,000 and beyond. The common thread isn't size, it's having enough collections volume to need configurable technology rather than spreadsheets.
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