How a payment provider streamlined debt recovery with Intrum

Enhancing financial stability while protecting merchant relationships

As a major European payment services provider, this company enables businesses to process millions of transactions daily through its payment terminals and digital payment solutions. Their services cater to retailers, e-commerce businesses, and financial service providers, ensuring smooth and secure payments across industries.

To maintain efficient operations, the company runs a centralised collections structure, managing overdue rental fees for payment terminals and unpaid transaction fees across multiple European markets.

However, differences in local regulations, debtor behaviour, and legal frameworks made international debt recovery increasingly complex, requiring a more scalable and structured approach.

The challenge: Managing cross-border collections efficiently

Despite having a centralised collections setup, the company encountered significant obstacles in recovering overdue payments from merchants operating across borders. The key challenges included:

• Inconsistent legal frameworks: Each country had different regulations governing debt recovery and collections, making it difficult to enforce payments uniformly.
• Cultural differences in payment behaviour: Attitudes toward late payments varied by region, requiring local expertise to navigate debtor interactions effectively.
• Administrative inefficiencies: Managing multi-market collections in-house was time-consuming and costly, delaying recoveries and increasing outstanding receivables

By combining a centralised collections setup with locally adapted recovery strategies, the payment services provider achieved significant improvements in recovering overdue rental and transaction fees.

The solution: Combining centralisation with local expertise

To maintain financial stability and operational efficiency, the company needed a specialised, legally compliant, and locally adapted approach to debt recovery.

By partnering with Intrum, the company integrated local debt recovery teams in 20 countries into its centralised operations, creating a scalable and compliant collections framework. Intrum’s strong global partner network further strengthened cross-border recovery efforts, ensuring that overdue payments were collected efficiently and ethically.

This partnership delivered key advantages:

• Seamless integration: Full visibility and control over collections while maintaining a centralised structure.
• Localised recovery strategies: Tailored approaches for each market, ensuring compliance with country-specific laws and debtor behaviours.
• Ethical and professional collections: A customer-centric approach that preserved merchant relationships while securing timely payments.

The results: Stronger financial stability and reduced overdue receivables

• Increased recovery rates – More unpaid rental and transaction fees were collected faster, improving cash flow and reducing outstanding receivables.
• Reduced administrative burden – Outsourcing collections to Intrum’s local teams freed internal resources, allowing the company to focus on growth.
• Stronger merchant relationships – Ethical and professional recovery methods ensured merchants remained engaged while fulfilling their financial obligations

Now, the company can scale its payment solutions across Europe with a more efficient and reliable collections process.