| Orange, a €40 billion world-leading telecommunications operator improved debt collection and CX |
The Challenge
| To optimize and expand the current customer debt recovery process for improved performance but without damaging customer relationships. |
Our Solution
We started by analyzing the current voice-based debt collection process to understand the steps between delinquency and repayment and the four debt-related customer categories:ready to pay, already paid, billing issue and claim. transposed those findings into a self-service portal capable of processing all steps and categories.