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Collection Campaigns

Collection campaigns are used to recover payments, confirm transactions, and ensure financial commitments are completed on time.
These campaigns can be executed through agents, automated prompts, or digital channels such as SMS, WhatsApp, and Email.

1. Agent-Handled Installment Follow-Up Campaign​

Jone is a Collections Supervisor at a leasing company. Many customers have purchased products through installment plans, and some of them have upcoming installment dates.

Jone wants to ensure that customers are reminded in advance and also provide support if they face payment difficulties.

He creates a Collection Campaign in the system and filters customers whose installment due dates are within the next 3 days. Instead of sending automated reminders, he assigns the campaign to his collections team.

When the campaign starts, agents begin calling customers. They remind customers about the upcoming installment, confirm whether payment will be made on time, and assist customers who may need alternative arrangements.

Some customers confirm they will pay on time. Others request a new payment date. Agents record all responses, including payment confirmations and reschedule requests.

At the end of the campaign, Jone has a clear view of expected payments and potential delays.

Key Actions Performed​

  • Create a Collection Campaign
  • Filter customers based on upcoming installment dates
  • Assign campaign to collections agents
  • Start campaign and distribute calls
  • Agents confirm payments and update commitments
  • Track follow-ups and rescheduled payments

Benefits​

  • Proactive Payment Reminders

    • Engage customers before the due date

  • Better Payment Planning

    • Identify delays early and take action

  • Personalized Support

    • Agents can assist customers facing issues

  • Accurate Commitment Tracking

    • Record confirmed and rescheduled payments

  • Reduced Payment Defaults

    • Early engagement reduces missed payments

Business Impact​

  • Improved on-time payment rate
  • Reduced late payments
  • Better financial forecasting
  • Stronger customer trust

2. Automated Deposit Confirmation Campaign (Prompt-Based)​

An e-commerce platform receives a large number of bank transfer payments daily. However, many customers forget to notify the company after making the payment.

To solve this, the operations team creates an automated campaign to confirm whether customers have completed their payments.

They create a Collection Campaign and upload customers who selected "bank transfer" as their payment method but have not yet confirmed payment.

A voice prompt is configured asking customers to confirm if they have completed the payment. Customers can respond using keypad input (for example, “Press 1 if payment is completed”).

Once the campaign is launched, the system automatically calls customers and collects responses.

Based on the input:

  • Completed payments are marked for verification
  • Pending payments are flagged for follow-up

Key Actions Performed​

  • Create a Collection Campaign
  • Upload customers with pending payment confirmation
  • Configure automated voice prompt with response options
  • Launch campaign for automated calls
  • Capture customer responses
  • Update payment status accordingly

Benefits​

  • Fast Payment Confirmation

    • Quickly identify completed payments

  • Reduced Manual Work

    • No need for agents to call each customer

  • Automated Response Collection

    • Customers can confirm status بسهولة

  • Better Payment Tracking

    • Separate completed vs pending payments

  • Improved Operational Efficiency

    • Reduce workload on finance teams

Business Impact​

  • Faster payment verification process
  • Reduced delays in order processing
  • Improved accuracy in payment tracking
  • Streamlined operations

3. Multi-Channel Subscription Renewal Campaign (SMS, WhatsApp, Email)​

A digital service provider offers monthly subscriptions. Some customers forget to renew their subscriptions before expiration, leading to service interruptions.

To address this, the company launches a multi-channel collection campaign focused on subscription renewals.

They create a Collection Campaign and select customers whose subscriptions will expire within the next 5 days.

The campaign is configured across multiple channels:

  • SMS reminders for quick alerts
  • WhatsApp messages with direct renewal links
  • Email notifications with detailed billing information

Customers receive reminders on different platforms, increasing the chances of action.

Some customers renew immediately using the provided links, while others respond after receiving follow-up messages.

Key Actions Performed​

  • Create a Collection Campaign
  • Filter customers with upcoming subscription expiry
  • Select channels (SMS, WhatsApp, Email)
  • Configure messages with renewal links and details
  • Schedule reminders and follow-ups
  • Track responses and renewal status

Benefits​

  • Higher Renewal Rates

    • Multiple touchpoints increase response

  • Convenient Payment Options

    • Customers can directly access renewal links

  • Better Customer Experience

    • Timely reminders prevent service disruption

  • Multi-Channel Engagement

    • Reach customers on preferred platforms

  • Reduced Churn

    • Keep customers active and subscribed

Business Impact​

  • Increased recurring revenue
  • Reduced subscription drop-offs
  • Improved customer retention
  • Stronger service continuity
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