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Study confirms atriga strategy:
e-mail is by far the most popular communication channel for defaulting customers
A comprehensive analysis for one of the largest European insurance companies impressively confirms the communication strategy of atriga, pioneer in customer-friendly and digital receivables management: No matter which way defaulting customers are addressed, e-mail is by far the preferred communication channel in the entire dunning process. And this even applies if a late payer does not have an e-mail address and can only be contacted by letter in the first step. This also clarifies a well-known misunderstanding of the Old Economy: The customer himself switches from an analogue medium to the digital world out of his own interest when he is given the opportunity to do so.
Total Digital for over 15 years
For over 15 years, atriga has been using all digital channels for bidirectional communication with defaulting customers. The interaction with the customer is systematically controlled at the individual case level within the framework of the atriga Customer Communication Journey by algorithms, which have been specifically developed by atriga. This means that atriga probably has the most comprehensive expertise in this area within the entire industry.
In outgoing communication, e-mail clearly dominates (green bar) – the basis for comparison are letters (red bar) with 100 per cent.
Even if the customer receives a letter because their e-mail address was not initially available, they are five times more likely to respond by e-mail.
Clear recommendation to the Old Economy
“It is a great opportunity for the Old Economy to offer its customers as many alternative communication channels as possible, even if only the postal address of late payers is available,” explains atriga managing director Christoph Ruoff and continues: “The customer ultimately decides for himself which channel he wants to use to communicate with his creditor. In the portfolio we analysed, that e-mail is by far the most popular channel. Of course, this varies from industry to industry. But it is elementary for a truly customer-friendly receivables management that you orientate yourself according to the preferences of the customer and not the other way round.”
atriga Customer Communication Journey
It is worth noting that atriga provides its clients with a total of nine different channels for communicating with late payers via its self-developed IT platform. This ranges from letter and e-mail to the dynamic self-service online portal and personal contact persons in the contact centre, who take care of all real-time communication channels.
Digital communication and services, which atriga has developed for maximum customer-friendly dunning processes, have already been tried and tested for years in the area of commercial dunning processes and debt collection: the introduction of digitalised communication in 2005 was followed in 2008 by atriga Web Payment, the first online-supported payment service. Since 2014, atriga has been offering its clients Smart Communication, an interactive communication at the individual case level, systematically controlled across all channels. Christoph Ruoff states: “Today we advise and accompany companies holistically in their digital transformation process. Not only to generate e-mail addresses, but along the entire Customer Financial Lifecycle, from the multi-functional application check to the rules-driven customer recovery after a successfully completed reminder procedure.”
