Analytics led personalized outreach with multi channel orchestration
Customer Personas to be Defined
Sloppy Payer
- Cheque bounce flags X days on a consistent basis
- No suit filed, written off
- Doesn't dispute charges
Incidental Defaulter
- Temporary financial
distress, other incidents
- Clean past repayment
- No suit filed, written off
Structural Defaulter
- Refusal to pay (RTP) feedback
- Past cure rate
- High # EMIs outstanding
- Suit filed, written off
Offer and tones basis Customer Situation
Action severity linked
to customer profile
- Welcome Calling
- Payment reminder - calling
- Collection camps
- Field collection
- Penal charges
- Restructuring
- Re-possession
- Settlement
- Foreclosure
- Litigation
Channel optimization with personalized messaging
- Propensity to Respond
- Propensity to cancel
- Optimizing algorithm for response, cost and collectability
- Optimizing contact channel
- Message format and
delivery testing
- Micro mapping customer- collector
Right time for action and change
Game theoretic approach to 'timing' of strategy change with respect to:
- Message
- Channel
- Frequency
- Time of action
- Sequence of action