Static vs. dynamic: Choosing the right self-service option

To improve your debt collection process, you need to understand the two types of digital self-service available: static and dynamic.

What is static self-service?

• Fixed payment methods.
• Standard Income & Expenditure (I&E) forms.

The Problem: It lacks personalisation. Because the journey is rigid, it cannot adapt to complex customer needs.

This often leads to high dropout rates and requires agents to step in when the digital tool fails. It could also lead to detriment or even foreseeable harm, in contravention of the FCA's Consumer Duty.

What is dynamic self-service?

Dynamic requires a flexible, personalised experience that adapts in real-time.

• Smart journeys: If a customer enters data suggesting vulnerability, the system changes the questions it asks.
• Adaptive payments: Payment plans adjust based on the financial data provided, reducing the risk of setting unaffordable plans.
• Regulatory compliance: It delivers the personalised care regulators expect, reducing the risk of customer detriment.

Why dynamic self-service wins every time

Dynamic systems shine when complexity arises.

If a customer is in hardship, the portal can automatically direct them to social tariff applications or support services. This gathers better data for your team and ensures the customer gets the right help, faster.

If you want to improve satisfaction and efficiency, the choice is clear.