07 / 15 · Customers, Product & Operations

Customer Collections and Payment Journey Optimisation

Improve collection outcomes by connecting payment choice, communications, self-service, employee processes and fair customer treatment.

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Connected consultancy working materials for Customer Collections and Payment Journey Optimisation
Customer Collections and Payment Journey Optimisation

Experience that brings context to the decision.

30+years of commercial leadership
15+years in payments
PCI Security Standards CouncilPCIPpayments industry credentials
Chartered Institute of Credit ManagementFCICMcredit management expertise
Senior consultants examining the challenge behind Customer Collections and Payment Journey Optimisation
The challenge

Make it easier for customers to pay and easier for organisations to collect.

Customer journeys are fragmented, high-friction, costly or poorly matched to customer circumstances and vulnerability.

Practical value

From pressure to practical progress.

Each engagement is shaped around the decision, the evidence available and the value that needs to become visible.

01

Fix

Remove blockers, abandonment points, unnecessary contact and channel gaps.

02

Improve

Improve payment success, self-service, customer treatment and collection performance.

03

Save

Reduce manual handling, failed contact, cost-to-collect and time-to-payment.

04

Build

Create connected digital and assisted journeys, measures and improvement priorities.

Scope & outcomes

What this engagement can cover

Visible value can be assessed through payment success, self-service, abandonment, time-to-collect, cost-to-collect and customer outcomes.

  • Customer journey mapping
  • Payment-choice review
  • Collections communications
  • Self-service and automation
  • Assisted-channel processes
  • Vulnerability considerations
  • Employee workflow review
  • Performance measures
Review your collection journey
Forthwise planning and measurable outcomes for Customer Collections and Payment Journey Optimisation
Connected expertise
Explore all 15 services
Customers, Product & OperationsProduct and Proposition DevelopmentTest customer need, commercial viability, packaging and route to market before development effort outruns the evidence. Customers, Product & OperationsCustomer and Operational Process ReviewsMake the current journey visible, expose workarounds and handover gaps, then focus effort on changes that improve flow and customer outcomes.

Questions about this service

Customer journeys are fragmented, high-friction, costly or poorly matched to customer circumstances and vulnerability.
Improve payment success, self-service, customer treatment and collection performance.
Reduce manual handling, failed contact, cost-to-collect and time-to-payment.
Create connected digital and assisted journeys, measures and improvement priorities.
Payment success, self-service, abandonment, time-to-collect, cost-to-collect and customer outcomes.