Omnichannel collections that reach customers where they'll answer
Email, SMS, WhatsApp, secure in-app message and physical letter, sent automatically on a schedule, automatically in response to something that just happened, or by an agent picking up a conversation. A customer who reads the message is a customer who can do something about it.
One conversation, whatever channel it uses
Every message sits in one conversation
Email, SMS, WhatsApp, secure messages inside the customer portal, and letters generated for posting. Every message sits in the same conversation history in date order, whatever channel carried it, so an agent picking up an account sees the whole exchange rather than a slice of it. The channel is not fixed either: a conversation that started as a letter can continue by SMS, or move to a secure message once the customer is in the portal.
Contact schedules follow your calendar
Each account is assigned a contact schedule based on its arrears state and how the customer has engaged, so someone fifteen days behind hears from you differently from someone who has been quiet for three months. Schedules run to your own calendar: if an action falls on a day you don't operate, you choose whether it rolls forward or back. Sends can be spread across a window, so a campaign doesn't arrive as a wall of inbound calls.
Messages triggered by what happens on the account
Arrangement confirmations, instalment reminders, missed payment notices, payment receipts and address change confirmations are sent on the event itself rather than waiting for the next scheduled run, so the customer hears back while the matter is still in front of them.
Strategies can be tested against each other
Contact schedules support champion and challenger testing, so two communication strategies can run against each other and the one that collects more is kept. Templates are edited with live preview, and shared elements are reused across messages, so a change to your wording goes out consistently rather than needing separate edits.
More collected from better journeys
5%
Water Plus saw a 5% uplift in monthly cash collected from re-processing accounts into new Flexys journeys.
.png)
.webp)
See a real message sequence
Book a demo and we'll show you how a contact schedule is built, what a customer receives at each point, how it behaves around your working calendar, and how quickly you can change it.
Book a demoOmnichannel collections: common questions
What is omnichannel debt collection?
Contacting customers across several channels, email, SMS, WhatsApp, in-app messages and post, with all of it working from one record rather than sitting in separate systems. The point is not the number of channels. It is that the conversation follows the customer, so the message they receive next makes sense given what they did last.
How do you decide which channel to use for each customer?
It is configured rather than guessed. Each account is placed on a contact schedule based on its arrears state, engagement and position in resolving things, and the schedule defines what is sent on which channel at which point. You set those rules and can change them without waiting on a development cycle.
Can you test which communication strategy collects more?
Yes. Contact schedules support champion and challenger testing, so two approaches can run side by side on comparable accounts. Standard reporting shows how customers progress after each, so the answer comes from your own portfolio rather than someone else's benchmark.