How to Make Your Collections Sound Less Automated


At Professional Advantage, we believe in the power of personalization in collections management. Our comprehensive software solutions (Collections Management for Microsoft Dynamics GP and Collect 365 for Microsoft Dynamics 365 Business Central) empower you to communicate effectively, offer flexible payment options, and provide clear explanations to customers. With our tools, you can make your collections process feel less automated and more customer-centric. Discover how our solutions can enhance your collections approach today.

  1. Use personalized communication: Instead of sending generic automated emails or letters, try to make your messages more personal. Address the recipient by name and use a conversational tone to make it feel less automated. You can also include specific details related to the customer's account or situation to show that you have taken the time to understand their circumstances.

  2. Provide direct contact information: Include your direct contact information, such as your name, email address, and phone number. Encourage customers to reach out to you personally if they have any questions or concerns. This shows that there is a real person behind the process and increases the sense of personal connection.

  3. Tailor your message: Customize your communication based on the customer's situation whenever possible. For example, if you are aware of a specific reason for their late payment, acknowledge it and express understanding. This demonstrates empathy and shows that you are treating each customer as an individual.

  4. Offer flexible payment options: Instead of rigidly sticking to standard payment terms, be open to discussing alternative arrangements. Allow customers to propose payment plans that suit their financial situation, within reasonable boundaries. This flexibility can help build trust and reduce the perception of a fully automated process.

  5. Provide clear explanations: Ensure that your collection notices or reminders include clear explanations of the outstanding balance, any additional fees or charges, and the consequences of non-payment. By providing transparent information, you convey a sense of fairness and reduce the feeling of being caught up in an impersonal system.

  6. Train your staff: If you have a collections team, make sure they are trained to handle customer interactions with empathy and professionalism. Empower them to make decisions within guidelines to accommodate individual circumstances. This human element can significantly enhance the customer experience.

Remember, the key is to strike a balance between personalization and efficiency. You want to provide a human touch without sacrificing the benefits of automation.

Our Collections Management module for Microsoft Dynamics GP and Collect 365 module for Microsoft Dynamics 365 Business Central can help with each of the suggested points above. For more information on that, contact us here today!