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Eda Brochure Debt Management Telco 2010
Eda Brochure Debt Management Telco 2010
The challenge
Revenue leakage and debt Automation can significantly impact operators, leaving unpaid bills
management on efficiency, enabling operators to behind them. In saturated markets
Poor credit management is grow their subscriber base without customer retention is one of the
often a significant contributor to growing the collections personnel. drivers of success and it is no longer
revenue leakage. An inefficient effective to immediately disconnect
debt management infrastructure Operators are increasingly delinquent customers.
is often the result of a fast recognising that a dedicated debt
growing subscriber base, without management solution is the key to Operators need to maintain a
the implementation of more improving collections performance, good relationship with delinquent
sophisticated systems and to collect more debt, more quickly, customers in order to rehabilitate
processes that can handle the improve cash flow and thus minimise more customers, more quickly and
complexity of the high volume, low revenue leakage. to return them to a position where
value debts that are typical of this they are able to positively contribute
industry. Customer churn to revenue again. Early intervention
The wealth of service providers with good communication
It has become critical for operators offering competitive deals has encourages customers to remain
to understand and manage the cost resulted in customers demanding with the organisation long after they
to collect so that it does not exceed higher levels of service but being have been rehabilitated.
the value of the debt. able to rapidly switch between
The answer
Experian offers a Decision Analytics Communicate through preferred
answer to meet these challenges. contact channels
It integrates segmentation Operators are able to utilise
and profiling of customers their own technology and the
with automation of collections customer’s preferred communication
activities to create a complete channels, such as SMS, for
proposition for debt management in effective personalised contact
telecommunications. Next generation with the customer. This can include
customer debt management places proactively sending limit warnings
intelligent segmentation at the heart to reduce the number of customers
of the processes and activities to entering delinquency.
drive dynamic, tailored collections
strategies for each delinquent Implement provisioning
customer. Both automatic and manual
provisioning can be achieved, so that
Create customer profile and segment suspension, termination and
Customers are finely segmented re-activation, barring and debarring
according to a wide range of and throttling and download
variables to create an accurate restrictions can easily be applied
profile. Using behavioural scoring, to both encourage and reward
each customer is assigned a risk payments.
score according to their account and
delinquent behaviour, which is used Automate manual processes
throughout the collections activities With a large volume of lower value
to drive the most appropriate debts, automation can have a
strategy according to the level of risk significant impact on operational
and value. costs. Collections activities are
automated to minimise manual
Prioritise actions intervention, and enable staff to
Using the profile, collections actions concentrate on higher value, higher
can be effectively prioritised, such as risk collections.
leaving habitual late payers to
self-cure and focusing resources on
high risk, high value customers.
‘‘I need to improve ‘‘I need to improve ‘‘I need to reduce the cost
collections efficiency’’ collections to collect’’
effectiveness’’
‘‘I need to maintain ‘‘I want to achieve rapid ‘‘I want to continuously
customer relationships’’ return on the investment improve the efficiency
in a debt management and effectiveness
solution’’ of strategic debt
management’’
Creating a focus on Delivering an agile deployment Deploying a value-added
rehabilitation Ensure the benefits of the solution proposition
Use customer-level profiling to are realised more quickly with an Implement debt management
accurately assess and identify agile implementation. capabilities specifically designed
which subscribers should be with built-in intelligence for the
retained and take action that telecommunications market.
balances recovery with the
relationship.
About Decision Analytics from Experian