Customer self-service that resolves arrears without a phone call
Customers log in whenever it suits them and work through to a resolution: pay, agree an affordable plan, or ask for help. The straightforward cases resolve themselves, and your agents get the time back for the conversations that genuinely need one.
A journey the customer completes themselves
Customers are guided to a resolution
Once a customer has logged in, they are taken through a short series of questions that lead to an outcome: a payment, an arrangement, or a request for help. The journey ends somewhere, rather than leaving them to work out the next step on their own. The portal is branded as yours and works the same on a phone, a tablet or a desktop.
Affordability is assessed in the portal
Customers can complete an income and expenditure assessment three ways: a single-page short form, a full Standard Financial Statement, or an Open Banking connection that derives disposable income from their own account data. Whichever route is taken, the result drives a policy-based forbearance decision, so an affordable arrangement can be offered and accepted in the same session.
Routine servicing is handled online
Customers can change a payment date, set up a direct debit, send a secure message, request a change to their address or phone number, and nominate someone to act on their behalf. For motor finance, they can start a vehicle hand-back and submit the inspection report. Each of these would otherwise be a call.
Support beyond a payment arrangement
An income maximisation check identifies whether a customer is missing benefits, support tariffs, bursaries or grants they are entitled to. Where repayment is not affordable, collections activity pauses and the account moves onto a review worklist for an agent to pick up. The customer can be directed to free debt advice in the meantime.
Customers use it, and rate it
NPS 73
MotoNovo Finance recorded an end-customer NPS of 73 on the Flexys digital journey, with a quarter of all engagements taking place outside contact centre hours.
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See what your customers would see
Book a demo and we'll take you through a customer journey end to end, from the first message to an arrangement accepted at midnight.
Book a demoSelf-service collections: common questions
What can customers do in a self-service collections portal?
Make a payment by card, bank or digital wallet. Complete an income and expenditure assessment. Accept a payment arrangement or a payment holiday where policy allows. Change a payment date, set up a direct debit, send a secure message, request a change to their contact details, or nominate someone to act on their behalf. Anything routine can be done without waiting for office hours.
Will customers actually use self-service to deal with arrears?
Many prefer it. Dealing with money trouble is uncomfortable, and a lot of people would rather resolve it at their own pace than have the conversation. Self-cure, where a customer resolves their arrears without an agent being involved, is one of the clearest measures of whether a collections operation is working, and it is the metric digital journeys move most directly.
Is self-service suitable for customers who are vulnerable?
Self-service is a channel alongside your agents, not a replacement for them. Journeys are configurable, so you decide who is offered what, and an agent conversation remains available. Where an assessment shows repayments are not affordable, collections activity pauses and the account moves onto a review worklist for an agent to pick up. They can be directed to free debt advice. Flexys is not a law firm, so take your own advice on how the Consumer Duty applies to you.