Collections workflow automation that cuts the cost to collect
Accounts route themselves to the right queue, policy gets applied the same way every time, and the routine happens without anyone starting it. Your agents spend their day on the customers who need a conversation rather than on deciding who to ring next.
The routine is handled, the judgement is yours
Work is routed to the right team automatically
Accounts are sorted into worklists based on where they are in arrears, how the customer has engaged, and what needs to happen next. Each worklist belongs to a team, so work reaches the people who handle it without a manager allocating it. Worklists have a set priority and capacity, so a backlog can't build without being visible.
Policy is applied consistently
Your rules are held in decision tables: affordability thresholds, which forbearance outcomes a customer qualifies for, which contact schedule an account joins. Accounts meeting the same criteria get the same outcome regardless of which agent is handling them, and rules can be tested against sample data before they are made live.
Routine actions happen without being started
Work is triggered by events rather than by a scheduled run or an agent remembering. A form submitted, a payment received or a notification recorded triggers whatever follows: a confirmation sent, the account updated, another system informed. Holds carry an expiry, so an account returns to the process automatically once the hold ends.
Your team changes the rules, no developers needed
Arrangement types, forms, forbearance decisioning and contact schedules are configured by your own people through the Flexys editors, with access controlled by role so only the users you choose can change them. Every change can be tested before release, and configuration is held in version control with its own audit trail, so you can see what changed and revert it if you need to.
Three minutes instead of forty-five
30 FTE
At MotoNovo Finance, a collection completed through the digital journey takes under three minutes against up to 45 minutes by phone, saving the equivalent of 30 full-time staff.
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See an account move through the process
Book a demo and we'll follow a single account from a missed payment to an arrangement, showing what happens automatically and where a person steps in.
Book a demoCollections automation: common questions
What can you actually automate in collections?
Routing and prioritising accounts, applying policy rules consistently, sending scheduled and triggered communications, updating records, and exchanging data with other systems. What stays with people is the judgement: vulnerability, complaints, and anything where circumstances do not fit the rules. Automation clears the desk so agents can spend their time there.
Do you need developers to change how it works?
Not for the things that change often. Arrangement types, forms, forbearance decisioning and contact schedules are configured by business users through the editors, with a test area to check a rule before it goes live and access controlled by role. Flexys professional services support anything deeper.
How does automation reduce the cost to collect?
Three ways. Agents stop spending time deciding what to work on, because accounts are routed automatically. Routine contact and updates happen without anyone initiating them. And digital journeys resolve the straightforward cases entirely, which is where the largest saving sits: MotoNovo Finance saw the equivalent of 30 full-time staff freed up.