Challenge
A company offering consumer loans and leasing services was facing a problem of late payments from customers. 18% of invoices were not paid on time. This was causing liquidity problems and generating additional collection service costs. In addition, the process of reminding customers of upcoming payments was manual, which required a lot of work on the part of the customer service team.
Action
The company implemented the iPresso Marketing Automation system. The process included several key elements:
- Automated payment reminders
The company implemented a tool to automatically send reminders about upcoming payment deadlines.
According to an arranged scenario, the first reminder was sent a week before the payment date, the second reminder 3 days before that date, and the last reminder on the payment date.
The iPresso system adjusted the content of the message according to the segmentation of customers. This included different communication options depending on the type of financial product and the amount to be paid.
- Communication channels
Reminders were sent via multiple channels: email, SMS and through push notifications in the mobile app.
Messages were personalized to include the customer's name, the amount to be paid, and neutral but firm reminders of the consequences of delays.
- Automating late notifications
In the event of non-payment by the due date, the system automatically sent notifications reminding customers of the delay, which also included an offer to spread the amount due in installments.
Customers who were more than 30 days overdue received individualized offers to renegotiate contracts, which was managed automatically by the system.
- Integration with CRM and ERP systems
iPresso has extensive integration capabilities with other systems. In this case, marketing automation was integrated with internal CRM and ERP systems. This made it possible to synchronize payment data in real time and automatically update payment statuses.
Results
- The number of late payments dropped from 25% to 12% in the first three months after implementing iPresso.
- Thanks to automated late payment notifications, recovery efficiency within 30 days increased by 35%.
- Automating the payment reminder process reduced the customer service team's time by 40%, enabling better utilization of employees for more strategic tasks.
- Personalized messages and multi-channel notifications contributed to increased customer satisfaction. Customers appreciated regular, non-intrusive reminders and flexible debt repayment options.
- A customer satisfaction survey (CSAT) indicated an increase in rating from 3.9 to 4.5 out of 5.
- The automation of the communication process reduced the costs associated with collection and handling of arrears by 25%, generating savings of PLN 50,000 per month.
- As a result, the company not only reduced the number of late payments, but also improved customer relations and reduced operating costs by using iPresso's advanced marketing automation.
