How a global fintech improved collections and customer care with Intrum
A fast-growing global fintech company, renowned for revolutionising digital banking, faced a significant challenge as it expanded across Europe. Intrum provided a fully integrated collections and reminder servicing solution, tailored to meet the company’s needs in four key European markets.
About the company
- The company offers digital banking, payment, and financial management services through an app.
- The company sought a partner who could support its increasing customer base across several markets, specifically handling reminder servicing and collections.
- By using Intrum's services, the company saw improved customer engagement, reduced late payments, and increased debt recovery rates.
A digital banking leader enhances customer service and collections across borders
With a rapidly increasing customer base, the demand for efficient and reliable reminder servicing and collections grew. The company needed a trusted partner that could manage both inbound and outbound reminder calls while integrating third-party collections—all while upholding its high standards of customer care.
That’s where Intrum stepped in.
By centralising operations through Intrum’s Multinational Collections Hub, the fintech company was able to streamline processes, reduce operational complexity, and ensure a consistent customer experience across all regions.
A seamless, cross-border collections solution
Intrum provided a fully integrated collections and reminder servicing solution, tailored to meet the company’s needs in four key European markets. By centralising operations through Intrum’s Multinational Collections Hub, the fintech company was able to streamline processes, reduce operational complexity, and ensure a consistent customer experience across all regions.
Intrum’s end-to-end approach covered everything from friendly payment reminders to handling overdue accounts professionally, ensuring compliance with local regulations while maintaining the fintech’s customer-first approach.
Key highlights:
Challenge:
Ensuring efficient reminder servicing and collections across multiple countries while maintaining a high level of customer care.
Solution:
A centralised, cross-border approach through Intrum’s Multinational Collections Hub, covering inbound and outbound customer contact and third-party collections.
Results:
Improved customer engagement, reduced late payments, and increased debt recovery rates—all while ensuring a seamless, customer-friendly experience.
Delivering results with a customer-centric approach
By partnering with Intrum, the fintech company saw immediate improvements in both customer engagement and debt recovery rates. The proactive reminder service helped reduce late payments, while Intrum’s professional approach to collections ensured a positive experience for customers.
With Intrum managing the full collections process, the company could focus on scaling its business, knowing that its operational needs were in expert hands.
