Digital Payment Collection and Reminders
Turn Late Payers into Loyal Customers Let’s face it—it’s tough to capture customers’ attention when it’s time to pay your bill. The flood of messaging they receive around their bills makes it hard for them to focus on yours. And when they’re late on payment, it can strain not only the customer relationship (frustration, service interruptions) but also their finances (late fees, damage to credit scores).
Almost half (45%) of Americans have paid a bill late in the past 12 months.
Why Your Typical Payment Communications Aren’t Working Businesses can turn engagement surrounding the bill into an opportunity to improve their collections and customer relationships. However, many businesses miss that opportunity because their current communications have these limitations: Lack of Personalized Engagement: Some businesses try proactive outreach, but they often rely on customer segmentation, which ignores individual needs and context. Siloed tools lack a holistic customer view, leading to a barrage of generic messages across channels, desensitizing customers and impacting payment times.
Reactive and Punitive Approaches: Many businesses resort to reactive measures, such as sending customers to collections, or they collect payment reactively by informing customers of missed payments. Some simply let these missed payments go to collections. This often involves third-party agencies, which can alienate customers, damage brand reputation and lead to customer churn.
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Inflexible and Disruptive Practices: Some recurring subscription models require customers to use auto-pay— and may even immediately cancel services after a missed payment. Taking that action without engaging customers when their auto-pay is declined can force them to churn. Getting those customers back can often requires expensive retention offers.
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