Sector · Retail

Retail collections technology, across every channel.

Your customers already live in the app. Collections can too.

Customers manage their money in an app. When they fall behind, the best experience follows them from the app to the phone to the letter without starting again. We help retail lenders build collections that are fair and consistent in every channel.

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10 weeks

A major consumer credit organisation chose a new collections system in 10 weeks, against a six-month plan

Source: arum, consumer credit system selection case study

What we see

Where technology makes retail collections work.

One journey, every channel

A customer who starts in the app and calls the contact centre picks up where they left off. The technology gives them one consistent experience.

One decision, every channel

The same customer gets the same arrangement in the app and on the phone. That consistency is what Consumer Duty asks you to show.

Technology that keeps pace

Credit products change fast. Technology chosen and configured well absorbs each launch without another workaround.

Regulatory context

Fair, consistent outcomes in every channel.

FCA rules and Consumer Duty shape collections journeys, decisioning and the evidence of outcomes.
  • FCAThe conduct regulator for UK consumer credit. Collections journeys, decisioning and customer treatment sit under its supervision.
  • Consumer DutyRequires lenders to evidence consistent, fair outcomes across every channel and journey.

How we help

Work out what you need, choose the right solution and get it live.

Your collections operation spans app, web, messaging and the contact centre, while your credit products keep changing. The opportunity is technology, data and decisioning that work the same way across all of them.

We help you work out what you need, choose the right solution and get it live. Then analytics, scorecards, AI and the Financial Vulnerability Score keep improving treatment once you're live. And where AI can improve an outcome, we help you choose it, govern it and take it live.

How we help, in eight services

Where we help retail lenders.

  1. Advise

    Work out what you need, and whether to optimise, buy or build.

  2. Procure

    Choose the right technology from the whole market, at the right price.

  3. Implement

    Get it live, on a plan the business can trust.

  4. Rescue

    Get a stalled programme moving again, and through to go-live.

  5. Optimise

    Get more from the technology, data and the AI you already own.

Specialist services

AI solutionsPrepare, select, implement and govern practical AI in collections.AnalyticsUse scoring, segmentation and insight to improve outcomes.Managed servicesRun and improve your collections technology with a specialist team.

Case study

A new collections system, chosen in 10 weeks.

Consumer credit organisation10 weeks

System selection, against a six-month plan

Read the case study

FAQs

Questions retail lenders ask us

Can you help us select a new collections system?
Yes. We define requirements, map the market, run selection and negotiation, then support or lead implementation.
Can you help us use AI in retail collections?
Yes. We help identify use cases, assess solutions, implement them with the right controls and optimise performance once they're live.
How do you keep treatment consistent across digital and assisted channels?
We design decisioning, scorecards and the Financial Vulnerability Score into the technology, so the same customer gets the same fair outcome whether they self-serve or speak to an agent.
Can AI help us keep collections consistent across app, web and phone?
Yes. AI models can make the same recommendation whichever channel the customer uses, so the arrangement offered in the app matches the one offered on the phone. We help you choose the tool, check the data behind it and monitor the results.

Let's talk.

Thirty minutes with one of our senior experts who knows cards, store credit and digital lending.
General enquiry
  • AtlantaAtlanta Financial Center, 3343 Peachtree Rd NE, Suite 145, Atlanta, GA 30326
  • London1 Lyric Square, London W6 0NB
  • Sydney97-99 Bathurst St, Suite 1087, Ground Floor, Sydney NSW 2000