Create more scope for development and liquidity
Your customers provide you with revenue – that sounds good. At the same time, customers' payment practices decline; for you, this results in extra time-consuming work and costs in addition to your normal administrative work such as invoicing, monitoring receipt of payments and booking payments. Keeping an eye on each payment deadline costs time and ties up human resources, which in turn costs money and reduces your profit.
Arvato Financial Solutions offers industry-specific solutions covering all aspects of accounts receivable management. The services we offer range from highly automated, cost-optimised workflow solutions to collection strategies based on individual receivables. In doing so, appropriately dealing with and approaching debtors on an individual basis using different media channels is always takes first priority. In order to maximise the rate of collection we employ every strategy from pre-judicial as well as judicial dunning processes provided by contract attorneys to long-term monitoring of receivables that are not legally enforceable over a period of up to 30 years. To enable you to concentrate fully on your core business, Arvato Financial Solutions’ qualified team of consultants is available to optimise your receivables management.
With qualified and motivated employees, broad industry experience and a state-of-the-art collection system we ensure that your non-performing receivables are processed to a high standard based on your individual requirements.
As a competent outsourcing partner in the labour and cost-intensive volume business of low- and high-value receivables, Arvato Financial Solutions has been operating successfully in the market for decades. The company’s highly-qualified employees ensure effective and timely dialogues with debtors. In order to optimise processes and measures for realising your valuable receivables, Arvato Financial Solutions uses state-of-the-art IT and intelligent segmentation procedures based on internal collection experience and external data and scoring systems. This allows you to learn from our experience in collection and benefit from the knowledge acquired in your overall customer management process.
Arvato Financial Solutions has an international network of collection branches at its disposal, enabling us to offer country-specific collection services and international BPO finance solutions, particularly in Europe and the US.
Reduce your costs and improve your results
Higher realisation rates for receivables – accelerated flow of liquidity
Differentiated collection strategies specifically developed for you generally lead to a significant increase in gross returns on your receivables
Furthermore, you will profit from faster liquidity cash flows, for example by saving time through automated address management.
Improved net earnings thanks to cost-optimised processes
Significantly higher net realisation through cost-optimised processes
We can help you significantly reduce your fixed costs. We also reduce processing costs through considerable economies of scale and intelligent management of cost-intensive measures.
Effective communication with your customers
By letter, fax, email, online or by telephone – workflow solutions designed to deal with high incoming volumes ensure effective and timely communication with your customers.
Stability & security
At Arvato Financial Solutions, we place particular emphasis on professionalism and integrity, dealing with customers fairly, demonstrating complete transparency towards our customers and ensuring data protection and data security.
Potential for optimising your in-house processes
You benefit from comprehensive analyses of your receivables portfolio based on decades of collection experience. This provides you with valuable information about optimising your risk, dunning or billing processes, for example.
Dunning process and pre-collection
Smart and individual dunning processes
Our highly professional Service Dialog Center is available already before you hand over accounts receivable for collection (for your internal dunning and collection procedures) when making outbound contact with customers who have just defaulted.Depending on your requirements, we will also implement the necessary technical infrastructure.
Claims management and customer win-back
We retain your customers
It goes without saying that we act like professionals when processing your collection transactions: your collection cases will be handled exclusively by qualified employees with know-how in your industry, especially when there is direct contact with your defaulting customers, such as when our Service Dialogue Centre processes cases on the phone.
Smart collection in every stage
Smart collection in every stage
After receiving competent advice from our experts, specialized in your field, we will jointly develop a customized collection strategy for your industry and requirements that will give you the greatest possible success in collecting receivables.
We also collect your international receivables
Arvato Financial Solutions has an international network of collection branches at its disposal, enabling us to offer country-specific collection services.
Globalized companies require on-site international specialists. At the same time, international accounts receivable management requires centralised management, transparency, successful processing as well as uniform data protection and data security standards. Our on-site experts work together with the German company, thereby ensuring the greatest chance of success.
Purchase of bad debts
Minimise your risks – sell your non-performing receivables
As one of the few companies on the German market, Arvato Financial Solutions’ expertise lies primarily in the purchase of non-performing consumer receivables (B2C receivables purchasing). By purchasing non-performing receivables from private customers, Arvato Financial Solutions offers you an attractive alternative or supplement to the classic collection of debt defaults.
We evaluate your receivables using mathematical and statistical methods. In doing this, we draw on our many years of experience in accounts receivable management. Using comparative analyses based on historic evaluations we can determine the probability of your non-performing customer receivables being recovered and thus provide you with a tailor-made proposal to suit your individual requirements. We offer both the one-off purchase of your holdings and the revolving purchase of any future non-performing receivables of yours.
Reporting, analysis and process consulting
During the entire collection process, permanent links to the client and the debtor are required. Arvato Financial Solutions offers transparent, up-to-date reporting in order to relate possibly incoming payments at short notice.
State-of-the-art software solutions
Benefit from innovative systems
High degree of automation and industry-specific collection tools – we rely on flexible and customer-oriented solutions. Using our state-of-the-art, powerful collection systems and our own IT capacities enables us to respond flexibly to our customers’ technical requirements. Through automation, Arvato Financial Solutions aims to relieve highly-qualified employees from having to perform standard tasks to the greatest possible extent in order to facilitate a greater scope for individual customer contact.
Omni-channel approach to your customers
The direct contact to your customers
We use an omni-channel approach; in other words, customers are contacted via all channels by telephone, fax, letter, text or email. We decide the optimum approach with you in advance.
To ensure we provide knowledgeable customer support and specialised consultation, the employees in the Service Dialog Center are organised in small teams, each focused on a specific sector. The high level of professionalism and relevance are guaranteed through targeted hiring, in-house training and on-going coaching by the team management and specialised trainers. Our telephone collection specialists are available to advise debtors in 22 different languages.
The use of state-of-the-art technology – including a voice portal with a real-time interface to our collection system, electronic dialogue support for call agents (via computer-telephone integration [CTI]), advanced call distribution (ACD) and diallers for specific outbound activities – ensures that calls are automatically forwarded and quickly directed to the right place. This enables our employees to provide comprehensive and competent caller support based on the latest information and stage of processing.
In addition to the extended service times, debtors can also enquire about existing receivables via the IVR system (Interactive Voice Response) via telephone and the online debtor portal 24/7 by entering their case reference and date of birth. This option can also be used to request payment forms or written receivables calculations or, in particular, to ask for a call-back, for example.
End to End Collection Service
Our end-to-end credit management services improve our clients’ cash flow by improving the collection of outstanding revenues. Our comprehensive range of services covers the entire credit management chain, from early arrears management to in-house collection services, field collection services, legal processing and enforcement through all relevant legal jurisdictions.
Our credit management process entails interacting with our clients’ customers (by letter, telephone, SMS and email) to resolve outstanding balances on customer invoices. Providing first class customer service, our accounts team resolve customer queries while maintaining a professional and compliant manner. We also assist in allocating payments, raising credit notes and supporting the clients’ sales teams.
Our systematic approach to arrears is to reduce the volume of accounts reaching each phase of the dunning process, thereby improving cash flow and reducing debt passed for third party collection. To further maximise revenues for clients, we provide a team of trained multi-skilled agents which can be scaled up or down according to demand. Secure online interactive reporting keeps clients updated in real time about the status of the arrears.
Communication is Key
The “live debt” collections process is a collections/customer rehabilitation journey which includes communications by letter, telephone and possibly field visit on open customer accounts. This can be carried out using as a “white label” service using client branding and using the client’s CRM system.
Our bespoke service, tailored to both the requirements of our clients and their customers, protects corporate reputations and maximises net returns which reduces customer churn. This allows us to recover consumer debt, improve customer payment behaviours and improve net promoter scores.