GLOBE Telecom has reduced account delinquencies by 40 percent year-on-year, since its deployment of FICO® Customer Communication Services (CCS) in 2016.
By automating a portion of its collections efforts, the company has also managed to reduce the cost to collect by 15 percent and the time it takes to collect by three days.
For its achievements, Globe won the 2017 FICO Decisions Award for Debt Management.
The introduction of the CCS solution was seen as essential to cope with Globe Telecom’s rapidly growing business.
With more than 59 million mobile customers, and more than 1.2 million broadband customers, Globe had to scale its collections efforts quickly while considering cost and improving customer care.
Prior to the use of the FICO solution, Globe relied on outbound phone calls.
The collections team struggled with customers who were unhappy with the contact process.
With the FICO solution, the company now utilizes a multi-channel customer engagement system for collections. (PR)