Receivables management – redefined

Complete digitalization of all processes is the key to maximum efficiency. At the same time, it opens up undreamed-of possibilities for a highly personalized and customer-oriented process flow.

In addition to the use of all available digital communication channels (e-mail, SMS, messenger, online information and payment portal, etc.), analog communication channels (letter, postcard, fax, etc.) are also integrated into the TOTAL DIGITAL strategy through additional digital elements.

The prognostic process control is score-based, time-optimized, behavior-, asset-, debtor type- and process-specific.

Moreover, atriga enables systemically controlled communication with the defaulting customer at individual case level with the help of the unique Customer Communication Journey developed by atriga. This avoids the well-known mistakes of systems that are controlled solely by prognosis.

Get to know TOTAL DIGITAL and use the innovative lead to your advantage.

All available digital communication channels (e-mail, SMS, messenger, online information portal, etc.) are used in the communication with the defaulting customer. In addition, to improve user-friendliness and optimize evaluation and control information, digital elements are used in the area of analogue communication channels (letter, postcard, fax, etc.).

The dynamic control of e.g. tonality and content of the communication is carried out by means of scoring, user behaviour etc. and enables the individual case related optimization during the Customer Communication Journey.

This means that evaluable, controllable and interactive/reactive communication is available as a prerequisite for complete digitalization and automation of the entire process with the greatest possible individualization.

With the introduction of the first online payment method in 2008, atriga began to offer defaulting customers new options for immediate settlement of the claim. An optimal payment method offer is based on the portfolio structure, country-specific customs and the expectations of a defaulting customer according to his personal situation.

A dynamic range of payment methods also offers the possibility of highlighting specific payment methods in individual cases within the framework of personalized communication and offering them on a time-controlled basis via the right communication channel.

Use of modern marketing strategies and scientific research results to optimize communication with the defaulting customer.

The atriga receivables management platform uses modern marketing strategies combined with applicable research results from the fields of behavioural research, behavioural economics, psychology and sociology to optimize communication with the defaulting customer.

Among other things, research results from the fields of equity theory (Adams), perception research (Kahnemann), dialogue method (Vögele), eye tracking methods for determining reading patterns, filters and amplifiers are used and further developed in the context of a constant exchange with external specialists and members of the atriga advisory board.

The atriga InfoCenter™ (New Edition) is part of the personalized fully digital atriga Customer Communication Journey.

For the first time an online information system for defaulting customers reacts to the individual communication process with the individual person.

Thus, atriga is the only company to offer consistently systemically controlled dynamic communication with defaulting customers across all communication channels. The system uses the individual communication behaviour of the defaulting customer and reacts with content-related answers or targeted information (content) to achieve a maximum of personalized communication.

The atriga Costumer Communication Journey impressively demonstrates what ‘service instead of reminders’ means.

The use of (text) element templates (modular principle) instead of the usual dunning text templates across all communication channels is a mandatory prerequisite for the qualified and automated (also interactive) control of highly personalized communication with defaulting customers.

This comprehensively increases the complexity of the system, as thousands of element templates must be managed and controlled to create tens of thousands of variants.

Only if an AI controller has access to a (text) element template library, it is able to create and send dynamically individualized communication.

An even more customer-friendly and personal approach is also provided by an administrator who is specifically suited to the socio-cultural background of the defaulting customer. It communicates person to person and no longer an impersonal institution with a defaulting customer, if necessary, also in the appropriate native language.

The atriga dunning process, as part of your customer service strategy, supports you in your reputation management. However, there is no universal solution here. Depending on your business objectives, portfolio structure, timing of the process and the individual asset and life situation of each defaulting customer, the ideal solution must be found.

So it is good to know that at atriga an interdisciplinary team of experienced experts will work with you and for you to design and implement the optimal solution. During the ongoing process with maximum transparency in real time and supported by the unique atriga Customer Communication Journey.

Maximum customer orientation and maximum payment rates are not contradictory. This is impressively demonstrated not only by the results of ongoing benchmarks of large corporations that place their trust in atriga, but also by the reactions of satisfied customers who, supported by atriga, have settled their original outstanding receivables (read more about this here more).

Customer-centric dunning processes as part of your customer service/customer service strategy. The focus is always on your customer and his relationship with your company.

The service-oriented dunning process guarantees that the customer relationship is maintained. Individual solution offers are available for every consumer and every company with late payments.

A wide range of service offerings (comprehensive self-service offer – also voice-operated, online information portal, all desired payment methods, customer-friendly service times in the contact center, personal customer advisors, and much more) support the customer in settling payments in the form he or she desires.

Customer-oriented and appreciative communication across all communication channels offers customer service instead of a backdrop of reminders.

Read here what defaulting customers have to say more

In addition to various control processes in the communication with defaulting customers, AI and Machine Learning are also used to optimize the processing of incoming communication. This results in an improvement of the processing service, especially in the area of processing time and when processing large quantities.

After the complete digitalization and OCR-supported readout of the entire incoming communication, the highly automated process allocation and – if possible – automated response takes place.

Machine learning, the pattern recognition of the previous processing of incoming communication by clerks results in the option of transferring recognized patterns to increasingly fully automated processing, for example.

AI in turn enables, for example through semantic content recognition, the machine understanding of the content of incoming communication, whereby processing at the individual case level can also be automated.

The atriga receivables management platform enables real-time process execution thanks to the technological solution developed by atriga Labs. This not only has a positive impact on the reduction of days sales outstanding (DSO value) of receivables, but also enables an immediate systemic response to the behaviour of defaulting customers.

This not only results in a direct reaction or response in the dunning communication environment. In the case of payment settlement, follow-up processes, such as measures for customer retention or recovery, can also be initiated immediately.

The significant competitive advantage: Only a real-time system is able to resolve the prognostically set deadlines in a meaningful way and to enter into a communication process that is individually controlled by the personal behaviour of the defaulting customer.

Real-time enables a significant increase in the quality of processing and reaction towards the defaulting customer. As a result, customer service, evaluation and control speed, DSO values and a multitude of other quality-relevant process elements are optimized to your advantage.

The multilingual communication offer across all communication channels and terminals ensures that the defaulting customer actually understands what is at stake – even if, for example, German is not his native language.

According to the individual requirements of each portfolio, the necessary language setups are identified, evaluated and provided by atriga on a case-by-case basis.