Do you want to secure your liquidity while keeping your customers?
Debt Collection Services
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 debt collection services. The services we offer range from highly automated, cost-optimized 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 our first priority. To enable you to concentrate fully on your core business, Arvato Financial Solutions’ qualified team of consultants is available to optimize your receivables management.
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.
You benefit from comprehensive analyses of your receivables portfolio based on decades of collection experience. This provides you with valuable information about optimizing your risk, dunning or billing processes.
By letter (QR code), email, Whats App, voice & text messages or by telephone – our workflow solutions are designed to deal with high incoming volumes and ensure effective and timely communication with your customers.
Our Debt Collection Services at a glance
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.