Imagine that each message a customer receives drives him where it can be solved in one click.
Imagine that the front-ends are personalized according to that particular customer logging in.
Imagine that the systems behavior can be fully personalized: the segment of 1.
MEMENTO 3 – MANAGING THE BEHAVIOR
A DEBT RECOVERY PROCESS
EVERY CONTACT WITH YOUR CUSTOMER IS USED AS AN OPPORTUNITY OF SELF-SERVICE
It is relatively easy to send an SMS or an e-mail message for the recovery, but the really best way is for the customer to pay on his own: for instance if, on the reception of a message, he can enter a simple page on his mobile to do it with his thumb.
FRONT-END SYSTEMS BEHAVE AS “RECOGNISING” EACH CUSTOMER
The landing page is different for customer A and customer B, but it is also different today from what it would be in a week time, because of the aging of the debt, or its status.
Currently, this need is solved coding on each of the available front-ends. The cost of the complexity involved limits the possibilities of personalization.
With the non-linear process technology, personalization does not translate into complexity.
In each conversation, Memento produces a dialog adapted to each customer, his context and his channel, without having any of it hard-coded.