We launched a new analytical tool from 10 June to support our collections activity. This tool helps us make decisions to manage debt collection.
What is the decision support tool?
The tool analyses customer information and provides tailored recommendations for our people to take the right action at the right time, based on each customer’s situation.
The decision tool recommendations include:
- Self-correct: the customer is likely to pay without needing help or further assistance.
- Pre-approved instalment arrangement: customers can accept or decline a suggested payment plan within their myIR.
- Bank deduction: a recommendation for when other collection options are not suitable.
The biggest change is the pre-approved instalment arrangements. Eligible customers can now accept or decline these with one click, making it faster to resolve debt and reducing the need to contact us.
If your client has not engaged with us and has debt that is 6 months old or more, they might receive messages from us based on these recommendations.
This helps us manage debt more efficiently and take the right action sooner.