B2C Softer Collections
Protecting Brands While Recovering Customer Debt
Summary
A leading appliance repair and warranty provider partnered with Controlaccount to recover disputed and overdue invoices. Through branded customer communications and efficient query handling, we maintained recovery performance while reducing administration and improving customer engagement
The Organisation
The Client manages appliances warranties and repairs for leading appliance manufacturers. They have been trading for over twenty years, partnering with leading brand names and boast annual turnovers of £6m plus
Cases referred
1178
Customer accounts managed through branded communications and dispute handling
The Challenge
The client was struggling with late and non-payment of invoices – many of which were related to call out charges for appliance fixes where their customers disputed that they owed any monies. The client struggled in this area, despite a dedicated accounts receivable team managing this element of the business.
Controlaccount initially executed a straightforward debt recovery process for our client, which was very successful. However, although our client was very happy with our service, on renegotiation of their client contracts with leading appliance manufacturers, it was requested that the traditional debt recovery processes were replaced with a softer collection which would keep the momentum on invoice payments
Success Rate to Date
68%
A strong recovery performance , coupled with reduced admin for our client
The difference made:
Controlaccount presented a three-cycle lettering option strategy (covering letter and invoice, 2nd letter past due and final letter advising that the next stage would be handing the overdue sum to a DCA). Controlaccount manages all elements of the lettering from receipt of client’s ledger with an added mechanism for handling incoming calls to settle invoices and handle any resulting queries.
Not only are we delivering the same success rates as our previous collection processes, but our automated processes through our ClientWeb has enabled our client to reduce administration, recover new and aged debt efficiently, reduce end user disputes and engage better with their ustomers
Controlaccount also provided:
- Bespoke, branded lettering
- Return mail management
- Disputed Resolution
- Secure data transfer services
- Competitive rates for lettering cycle and inbound call management
- Full integration with client's SafePay portal
- Escalation to debt recovery, if required
- A technology-led service providing secure online payment and query resolution through ControlMyAccount, alongside real-time case management, reporting and insight via ClientWeb
What they said
For more than seven years, Controlaccount has provided a fully managed branded communications programme, helping the us to maintain strong recovery performance while improving operational efficiency and reducing internal administration
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