Collections teams need to contact customers at the right time without creating an intrusive experience. Automated SMS, email, and WhatsApp campaigns can improve consistency and reach while allowing specialists to focus on complex cases.

Start with customer segmentation

A single message is not appropriate for every account. Segment the portfolio by days past due, amount, payment behavior, risk, product, and previous interactions. Each group should receive a suitable tone, cadence, and offer.

Personalize useful information

Messages should clearly identify the institution, customer, obligation, amount, due date, and available action. Personalization makes communication relevant, but only necessary customer data should be included.

Design an automated reminder sequence

Create coordinated messages before the due date, on the due date, and after a missed payment. Stop or change the sequence when the payment is confirmed, the customer makes a promise to pay, or the case moves to another workflow.

Make payment easy

Include secure links or clear instructions for the available methods. Transfers, cards, referenced payments, and other channels should update the portfolio as quickly as possible.

Use each channel correctly

SMS

Keep the message short, identify the action, and use trusted links. Character limits and special characters can affect delivery cost.

Email

Use email for more detailed information, statements, or explanations while keeping the main call to action visible.

WhatsApp

Use approved templates, respect consent and channel rules, and make escalation to human support clear.

Measure and improve

Monitor delivery, opens where available, clicks, promises, payments, recovery by segment, complaints, and opt-outs. Testing should improve results without creating excessive contact.

Dynamicore connects automated collections, payment methods, customer history, and portfolio status. Request a demo.

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