INTEND2PAY is an independent organization that promotes responsible debt collection practices between creditors and consumers. Through its website, INTEND2PAY brings together creditors and consumers who pledge to communicate respectfully. Both creditors and consumers make promises to act in agreed ways. This alternative to traditional debt collection is less stressful for consumers and simpler for creditors. It aims to improve the customer experience and reduce mistrust in the debt collection process.
Deck on the Impact on Customer Loyalty of the challenging economic, regulatory and technology environments 2009 – 2010. Publically available data were reviewed and extrapolations were made where necessary.
Research Paper | Counting the Cost of Debt Recovery 2018EchoMarketing
New consumer research from UK Outsourcer Echo Managed Services (https://www.echo-ms.com). Who are the Nation's debtors? | Reasons behind consumer arrears | effective and poor debt collection practice by sector | hidden costs of poor practice | debt and the causes of a negative stigma | the dangers of stereotyping consumers in arrears | awareness rates of vulnerable customer support schemes | data sharing - consumer attitudes and preferences | Key takeaways for UK service providers.
Deck on the Impact on Customer Loyalty of the challenging economic, regulatory and technology environments 2009 – 2010. Publically available data were reviewed and extrapolations were made where necessary.
Research Paper | Counting the Cost of Debt Recovery 2018EchoMarketing
New consumer research from UK Outsourcer Echo Managed Services (https://www.echo-ms.com). Who are the Nation's debtors? | Reasons behind consumer arrears | effective and poor debt collection practice by sector | hidden costs of poor practice | debt and the causes of a negative stigma | the dangers of stereotyping consumers in arrears | awareness rates of vulnerable customer support schemes | data sharing - consumer attitudes and preferences | Key takeaways for UK service providers.
What customers really think - 30 stats on customer expectations and attitudes...Andy Hanselman
A compilation of over 30 statistics and trends highlighting customers expectaions and attitudes to customer service and some practical ideas on how to deal with them.
Disruptive vs. Top Down Change in US Payments in 2016Walter Kitchenman
Innovation in Payments is rarely “Disruptive,” but is normally Top Down, driven by public private cooperation, where change is mandated from the top, and entrepreneurs respond to consumer preferences at the margins. In this presentation we show how mobile payments and the Cloud, accompanied by the requirements of likely eCity networks and APPs wlll emerge in 2016 and benefit IT innovators and non-FSIs (non-Financial Service Institutions).
Social Listening in Practice: Customer ServiceBrandwatch
In our Customer Service Guide we provide an overview for all sectors on taking customer service social - covering why businesses should be - and need to be - doing it, as well as including case studies on businesses who have implemented effective changes.
Download the full report here: http://bit.ly/2tmiJgS
For a copy sent directly to you, email us at info@ccwdigital.com
You’re investing in the customer experience. But is the experience you’re creating the one your customers actually want? Our CCW Digital Executive Report on the Customer Experience will answer that question.
CCW Digital surveyed everyday consumers about what they demand when it comes to the customer experience.
Some questions answered in this report:
- How many bad experiences will make a customer switch to a competitor?
- Will customers really pay more for a good experience?
- What are customers’ Top 5 demands when interacting with a business?
- What factors prevent businesses from meeting those demands?
- What are the most common customer complaints?
- How well do businesses respond to customer feedback?
- How do customers really feel about calling for customer service?
Get the report: http://bit.ly/2tmiJgS
Insurance companies are great at acquisition but bad at retention. Jack Morton offers our unique POV and 5 ways insurance brands can keep more customers.
Understanding financial consumersretail banking, digital banking, omni-channe...CGI
More than 70% of consumers would consider switching banks for better reward services and 81% of consumers cite it as their top want. How can banks meet this demand? Read CGI’s recommendations in our bank consumer survey report http://bit.ly/1nvlQ6N
Regaining the trust of HNW and UHNW investors with advice: independence, obje...Scorpio Partnership
Presentation by Sebastian Dovey, Managing Partner of Scorpio Partnership, global leaders in supplying financial research, world wealth reports and HNW insight to the wealth management industry.
Futurewealth 2015: Hanging in the Balance - Conversations with the FuturewealthyScorpio Partnership
In part 2 of Futurewealth 2015, we explore how HNW clients feel about the interactions they have with relationship managers. We ask the Futurewealthy about the communications they have with their wealth management firm; who do they want to hear from, when and about what.
Amid a drastically changed industry landscape characterized by choosier customers and tightening regulations, insurance companies are scrambling to sustain growth and profits.
Presentation of our FIRST pilot mental health intervention and Prevention project to School Nurse Clinical forum for West Leicestershire 4th July 2012.
What customers really think - 30 stats on customer expectations and attitudes...Andy Hanselman
A compilation of over 30 statistics and trends highlighting customers expectaions and attitudes to customer service and some practical ideas on how to deal with them.
Disruptive vs. Top Down Change in US Payments in 2016Walter Kitchenman
Innovation in Payments is rarely “Disruptive,” but is normally Top Down, driven by public private cooperation, where change is mandated from the top, and entrepreneurs respond to consumer preferences at the margins. In this presentation we show how mobile payments and the Cloud, accompanied by the requirements of likely eCity networks and APPs wlll emerge in 2016 and benefit IT innovators and non-FSIs (non-Financial Service Institutions).
Social Listening in Practice: Customer ServiceBrandwatch
In our Customer Service Guide we provide an overview for all sectors on taking customer service social - covering why businesses should be - and need to be - doing it, as well as including case studies on businesses who have implemented effective changes.
Download the full report here: http://bit.ly/2tmiJgS
For a copy sent directly to you, email us at info@ccwdigital.com
You’re investing in the customer experience. But is the experience you’re creating the one your customers actually want? Our CCW Digital Executive Report on the Customer Experience will answer that question.
CCW Digital surveyed everyday consumers about what they demand when it comes to the customer experience.
Some questions answered in this report:
- How many bad experiences will make a customer switch to a competitor?
- Will customers really pay more for a good experience?
- What are customers’ Top 5 demands when interacting with a business?
- What factors prevent businesses from meeting those demands?
- What are the most common customer complaints?
- How well do businesses respond to customer feedback?
- How do customers really feel about calling for customer service?
Get the report: http://bit.ly/2tmiJgS
Insurance companies are great at acquisition but bad at retention. Jack Morton offers our unique POV and 5 ways insurance brands can keep more customers.
Understanding financial consumersretail banking, digital banking, omni-channe...CGI
More than 70% of consumers would consider switching banks for better reward services and 81% of consumers cite it as their top want. How can banks meet this demand? Read CGI’s recommendations in our bank consumer survey report http://bit.ly/1nvlQ6N
Regaining the trust of HNW and UHNW investors with advice: independence, obje...Scorpio Partnership
Presentation by Sebastian Dovey, Managing Partner of Scorpio Partnership, global leaders in supplying financial research, world wealth reports and HNW insight to the wealth management industry.
Futurewealth 2015: Hanging in the Balance - Conversations with the FuturewealthyScorpio Partnership
In part 2 of Futurewealth 2015, we explore how HNW clients feel about the interactions they have with relationship managers. We ask the Futurewealthy about the communications they have with their wealth management firm; who do they want to hear from, when and about what.
Amid a drastically changed industry landscape characterized by choosier customers and tightening regulations, insurance companies are scrambling to sustain growth and profits.
Presentation of our FIRST pilot mental health intervention and Prevention project to School Nurse Clinical forum for West Leicestershire 4th July 2012.
infinite RPG était au Mïce numérique du Salon du Livre et de la Presse Jeunesse (SLPJ) le lundi 5 décembre 2016. La start-up présentait sa plateforme communautaire dédiée au jeu de rôle textuel (RPG) et à l'écriture collaborative.
InterTech is global contractor in QatarMaxim Gavrik
InterTech is global contractor in Qatar, which provides a full range of services for design, construction, installation, commissioning and start-up of the MEP systems in the buildings and structures under industrial, commercial and civil construction.
As part of the Picaso Cow project our school cow visited our classroom for a day. We read 'Belinda' by Pamela Allen, designed cow art and did a fun maths lesson counting cows legs under fences.
L’informe anual de l’Estat de la Ciutat és una eina de suport per al seguiment de l’evolució de la ciutat de Barcelona, pensada des d’una perspectiva pública i específicament municipal.
El contingut de l’informe ha estat elaborat a partir de la informació produïda i/o recopilada per part de les diferents unitats del Gabinet Tècnic de Programació: Estadística, Estudis d’Opinió i Estudis i Programació.
Historiquement, le rapport annuel est l’archétype du support papier de qualité mais souvent monotone et conformiste. Pour satisfaire à l’évolution des habitudes de consommation de contenus et aux nouvelles ambitions digitales des annonceurs, le rapport annuel a vu son rôle évoluer considérablement.
Dans sa nouvelle étude, Vanksen analyse l’évolution de ce rapport annuel : comment est-il passé d’un simple support d’information papier destiné aux actionnaires à un outil digital stratégique répondant aux enjeux de communication à une cible plus large.
L’agence a étudié les rapports digitaux de plusieurs entreprises pour en faire ressortir des tendances inscrivent petit à petit cet outil historique dans la modernité : story et scrolly telling, snack content, etc. font partie intégrante des approches des annonceurs pour faire du rapport annuel digital un dispositif visuel et narratif orienté utilisateur.
Vanksen présente également les bénéfices de la digitalisation du rapport annuel : expérience utilisateur, image, visibilité, budget… Autant d’arguments qui sauront vous convaincre de prendre le virage du digital pour votre rapport annuel !
To provide Shipyard Project Managers and Shipyard personnel with project management tools for planning and controlling projects, using recognized project management standards applied on ship repair industry. Through this course learning experience will be improved by practicing concepts through a real-world ship repair project.
DEBT RELIEF SERVICES & THE TELEMARKETING SALES RULE: A Guide for Business- Mark - Fullbright
All information, data, and material contained, presented, or provided on is for educational purposes only.
Company names mentioned herein are the property of, and may be trademarks of, their respective owners.
4 debt collection activities we performDebt Nirvana
Debt collection is the process of collecting money from those who have not paid for products, services, or other items received. A debt collection agency collects money owing on past-due debts. Many firms that owe money to creditors use debt collectors.
Being an entrepreneur is both a challenging and rewarding experience. Unforeseen circumstances, such as chargebacks, can feel intimidating and put a damper on day-to-day dealings. Fortunately, we have solutions to help you overcome the hurdles that chargebacks can throw your way. Read on to learn more about chargebacks and how Merchantech can support your business.
Explore the specialized techniques employed by debt collection agencies in California to handle delinquent accounts within the utilities sector. This informative PDF sheds light on effective strategies for recovering outstanding balances while ensuring compliance with state regulations. Gain valuable insights into the unique challenges and best practices associated with debt collection in the utilities industry, offering practical guidance for financial management professionals and stakeholders alike.
Financial inclusion is the main means for financial inclusion. I am working for that exostively. It is important for readers. Please make it online. It is useful for the university teacher and students and other practitioners. For bank professionals also highly useful.
Digital Lending Journy and Main Concerns .pptxetebarkhmichale
CRM 101: What is CRM?
This is a simple definition of CRM.
Customer relationship management (CRM) is a technology for managing all your company’s relationships and interactions with customers and potential customers. The goal is simple: Improve business relationships to grow your business. A CRM system helps companies stay connected to customers, streamline processes, and improve profitability.
When people talk about CRM, they are usually referring to a CRM system, a tool that helps with contact management, sales management, agent productivity, and more. CRM tools can now be used to manage customer relationships across the entire customer lifecycle, spanning marketing, sales, digital commerce, and customer service interactions.
A CRM solution helps you focus on your organization’s relationships with individual people — including customers, service users, colleagues, or suppliers — throughout your lifecycle with them, including finding new customers, winning their business, and providing support and additional services throughout the relationship.
Who is CRM for?
A CRM system gives everyone — from sales, customer service, business development, recruiting, marketing, or any other line of business — a better way to manage the external interactions and relationships that drive success. A CRM tool lets you store customer and prospect contact information, identify sales opportunities, record service issues, and manage marketing campaigns, all in one central location — and make information about every customer interaction available to anyone at your company who might need it.
With visibility and easy access to data, it's easier to collaborate and increase productivity. Everyone in your company can see how customers have been communicated with, what they’ve bought, when they last purchased, what they paid, and so much more. CRM can help companies of all sizes drive business growth, and it can be especially beneficial to a small business, where teams often need to find ways to do more with less.
Here’s why CRM matters to your business.
CRM is the largest and fastest-growing enterprise application software category, and worldwide spending on CRM is expected to reach USD $114.4 billion by the year 2027. If your business is going to last, you need a strategy for the future that’s centered around your customers, and enabled by the right technology. You have targets for sales, business objectives, and profitability. But getting up-to-date, reliable information on your progress can be tricky. How do you translate the many streams of data coming in from sales, customer service, marketing, and social media monitoring into useful business information?
A CRM system can give you a clear overview of your customers. You can see everything in one place — a simple, customizable dashboard that can tell you a customer’s previous history with you, the status of their orders, any outstanding customer service issues, and more. You can even choose to include information
How to identify potential customers for bad debts?Debt Nirvana
Hiring a debt collection agency can prove highly effective in recovering outstanding debts for businesses facing challenges with non-payment. Specializing in the intricacies of debt collection, these agencies implement proven processes and provide their agents with advanced tools and training, significantly increasing the likelihood of successful debt recovery. As the success of debt collection is influenced by factors like time, skill, and reputation, outsourcing to a collection agency often results in a higher collection rate compared to internal efforts. With expertise in navigating legal frameworks and employing diplomatic techniques, collection agencies reduce legal risks and can negotiate with borrowers in ways that may be challenging for original creditors. While there may be upfront costs, the net positive transaction potential and the absence of charges for unsuccessful attempts make debt collection agencies a strategic and cost-effective solution for businesses. For professional debt recovery services, contact Debt Nirvana at +91-9810010294 or via email at rvm@debtnirvana.com. Take control of your financial recovery and trust the experts in debt collection.
Unlocking Your Business's Cash Flow Potential: The Benefits of Invoice Discou...M1xchange
Invoice discounting is a form of financing that allows businesses to get paid sooner. It's a popular option for companies that need cash flow but don't want to take on debt or sell equity in their business.In invoice discounting, you sell your invoices at a discount and receive cash immediately. The buyer pays the full amount of your invoice after it's been paid by your customer--minus their own fee for providing this service. This process can be completed in as little as 24 hours and gives you access to much-needed capital without having to wait months for payment from customers who may or may not pay on time (or at all).
The Secrets of Better Water Billing - An Australian Consumer Research ReportEchoMarketing
1,000 Australian households share their views on their water bills and water billing processes. Read our 22-page research report to find out the results and their thoughts.
Adapting a Consumer Payment Program to Fit Commercial RequirementsElizabeth Benditt
In a billing and payment program, the mystery of how to maximize B2B profitability is often a simple question of functionality. This paper addresses the common pitfalls of a consumer payment program that hinder commercial growth and goes on to identify value opportunities that can make B2B relationships more profitable.
Adapting a Consumer Payment Program to Fit Commercial RequirementsJoe San Nicolas
In a billing and payment program, the mystery of how to maximize B2B profitability is often a simple question of functionality. This paper addresses the common pitfalls of a consumer payment program that hinder commercial growth and goes on to identify value opportunities that can make B2B relationships more profitable.
Adapting a Consumer Payment Program to Fit Commercial Customer RequirementsPatricia Waguespack
In a billing and payment program, the mystery of how to maximize B2B profitability is often a simple question of functionality. This paper addresses the common pitfalls of a consumer payment program that hinder commercial growth and goes on to identify value opportunities that can make B2B relationships more profitable.
Direct Debit Services helps organizations automate recurring payments from their clients. These are extensively used by non-profits for collecting regular gifts, by utility and telecom companies to collect monthly bill payments, by non-bank lenders to collect loan repayments, by membership based organizations to collect monthly fees etc. Direct Debit Services are easy to set-up, require no help from an organizations IT department, are fully secure and significantly cut down an organizations administration costs.
A consumer research report from Echo Managed Services: 1,000 UK consumers give their thoughts and feelings around their billing experiences with everyday service providers and reveal which industry sectors are getting billing right and wrong.
1. INTEND2PAY “Supporting Responsible Debt Collection”
INTEND2PAY is an independent body whose purpose is to support and
promote responsible, respectful and considerate debt collection practices, for
the benefit of Consumers and Creditors alike.
Through our secure and confidential website (INTEND2PAY.co.uk), we bring
together responsible organisations and their genuine customers, who, when
joining INTEND2PAY, both make a promise to act in an agreed way. Together
these two promises create a unique alternative to current debt collection
communication.
Less stressful and free for Consumers, simpler and less costly for Creditors,
INTEND2PAY breaks down the mistrust and misinformation which can build up
in debt collection, and improves the 'Customer Experience' for consumers.
The 2 Promises
The Consumer Promise
Consumers with intent register at INTEND2PAY.co.uk, pledge their willingness
to pay, and promise to keep to realistic arrangements.
The Creditor Promise
In a return promise, their Creditors who have joined INTEND2PAY agree to deal
with the debt in a ‘proscribed manner’, which negates the need for some
traditional collections strategies and significantly reduces the cost of collection.
This ‘proscribed manner’ involves communicating with the Consumer only by
email with a ‘customer service type’ approach consistent with someone with
intent. Creditors also pledge to work within guidelines laid down by Regulatory
Bodies such as the OFT and FSA.
2. How It Works
The website is marketed by Creditors via letter, telephone and web, to find
those customers with ‘intent’. Receptive customers register securely on the
website, providing their name, account number, postcode and their email
address. They pick out their creditor from the list of members, and their
registration data details are then sent electronically to their chosen Creditor.
The Creditor, who, by joining INTEND2PAY has promised to deal with these
registered customers by email only, thereby segmenting them for a different
type of collections action.
Creditors who wish to publicly show their ‘Treating Customers Fairly’
credentials via an independent website become members of INTEND2PAY by
annual subscription.
Intent is proven by the timely payment of agreed amounts, which maintains
the Consumers ‘right’ to remain in the scheme.
Background to the development of INTEND2PAY.co.uk
1. Recent OFT guidelines on Debt Collection (November 2011) mean contact
strategies for many creditors have changed or will need to change.
2. Customers are far more difficult to get hold of, and much time and money
is wasted in call centres trying to generate Right Party Contacts.
3. Conversations are now longer, leading to diallers becoming less efficient.
4. Little reliable measure of ‘intent’ has found its way into scorecards and
segmentation routines.
5. Over the past 2 or 3 years there has been increased governmental and
legislative pressure to treat customers fairly. Compliance has become a
major priority.
3. 6. Consumers are sometimes ill served by the ‘advice sector’. Debt
Management and IVA sellers are profit making organisations. Money
Advice, CAB etc have limited resources and funding.
7. Creditors who try to act fairly are ‘tarred with the same brush’ as those
who don’t, since there is no current way to differentiate. All bad practice
seems to makes its way into the media, but good practise does not.
Consumer benefits of registering with INTEND2PAY
The removal of collection letters and telephone calls from the process reduces
the stress involved in dealing with debts.
It provides more control over a Consumer's situation and therefore less need
to resort to third parties such as Money Advice, CAB and Debt Management
Companies.
It keeps Creditors ‘at arms’ length’ and stops external bombardment by letter,
phone etc. Customers have time to sort out their situation without what many
see as harassment.
It identifies and confirms a Consumer's intention to pay.
It is easier for a third party such as a family member to help the Consumer,
rather than having to obtain permission to talk about the account.
It avoids expensive calls to creditors and also letter/postage costs.
It gives confidence to Consumers ignoring their debt to do something about it.
Creditor benefits of joining INTEND2PAY
It facilitates more efficient and effective use of collectors’ time, and speeds up
the contact process. Every collector action or response to these customers is to
a ‘Right Party Contact’, without the need to wait for post to arrive, or finding
the customer by phone.
4. Postage, SMS and telephony costs for these customers will be reduced
substantially.
Less customers will ‘bury their heads in the sand’, and more will start engaging
in the payment process.
Intent is defined by participation – this population becomes self-segmenting,
and is not sent to DCA’s or for legal action. This in turn saves commission and
legal costs.
The remaining non-registered customers' collection strategies become much
easier to determine. If they have been given the opportunity to stop collection
letters and calls and have not taken it, they either lack access to a computer or
internet phone, or have no intent – the latter being more likely.
It allows different and more accurate provisioning for those customers on
INTEND2PAY.
It reduces the amount of shift work required for collectors.
Less ‘old style’ collectors will be required, as dealing with these customers with
intent could be carried out by customer service staff – potentially with
different salary, recruitment and training costs.
This group of customers has prime potential for rehabilitation and re-lending
when their circumstances change.
Fewer third parties will be involved in the collections process.
There are PR opportunities in being seen to be using a ‘fair’, independent,
transparent scheme which relieves pressure on the Consumer, particularly
given the current trends in how debt is dealt with. The 'Promise' Creditors
make when joining INTEND2PAY includes a pledge to adhere to 'T.C.F.' and OFT
Guidelines, and the guidelines of other Regulatory Bodies.
Complaint numbers are likely to be reduced.
Valuable MI reporting will be available.
It facilitates a new ‘across the board’ approach for Creditors, thus improving
the reputation of debt collection.
5. Other potential consequences
The service should receive support from Government bodies, as it reduces
pressure on Consumers and encourages fair treatment. It promotes self-help,
thereby taking pressure off the voluntary sector, and discouraging the fee-
chargers.
The fact that Consumers use the service free of charge is a major plus, as it
allows more of their income to pay down their debt.
Those in debt who do not intend to pay are further exposed, and will find it
more difficult to ‘muddy the waters’ as a means of delaying or avoiding
payment. ‘Heavy handed’ Creditors would also be more obvious.
PLEASE NOTE
INTEND2PAY is an independent organisation. It does not provide debt advice, nor does it
take advertising. It simply brings together customers who intend to pay, with their
creditors who are committed to treating customers fairly, and wish to be seen to be doing
so. Creditor members subscribe to the INTEND2PAY service, registration is free to
Consumers.
Copyright Keith Ackerley, INTEND2PAY Limited December 2012