Debt collection and a great customer experience are two concepts not typically combined. The image of an intimidating, baseball bat-carrying debt collector is too ingrained in our cultural consciousness.
So being the “friendliest debt collectors in Europe” is quite a bold goal for troy, one of six startups invited to a dedicated financial technology (fintech) program focused on finance and governance, risk and compliance (GRC) in Berlin by the SAP.iO Foundries.
Philip Rürup, CEO of troy, makes clear that creating a friendly customer experience in debt collection is more than a marketing slogan; it is a mindset backed up by technology and proven key performance indicators (KPIs). By treating people as customers and not debtors, troy has found unique solutions to incorporate customer experience into the debt collection process. According to Rürup, this induces people to pay their debts faster, pay more, and even pay “happily.”
“We found that 50 percent of people simply forgot to pay, or just faced a short-term bottleneck,” explained Rürup. “So, it doesn’t make sense to use heavy-handed approaches here.”