Overview

To enhance payment collection rates, we are implementing an omnichannel strategy that enables customers to make a one-time payment through SMS or email.

Problems

• Customers receive only a single late payment notification via email, which often goes unnoticed or is insufficient to prompt action.
• Without strategic follow-ups, some customers miss opportunities to resolve their payments early and risk falling deeper into collections.
• Many customers call customer support after receiving a late payment notice, seeking additional context and guidance on their next steps.

Goals

• Provide customers with early-stage and mid-stage reminders about late payments through SMS and email. (Figures 1A, 1B)
• Send strategic, well-timed communications to help customers stay on track. (Figures 1A, 1B)
• Empower customers with self-service options. (Figure 3)

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Figure 1A: SMS reminders, early stage (top) mid stage (bottom).

Figure 1B: Email communication, mid stage reminder.

Figure 2: User flow showing key phases of the customer journey (entry points, authentication, and payment collection).

Figure 3: Self service options for customers.

Additional Projects