Improving Credit and Collections Strategies Through Customer Segmentation, Payment Behavior Analysis, and Arrears Management

This forum focused on improving credit and collections strategies through customer segmentation, payment behavior analysis, and arrears management. Participants shared actionable insights, emphasizing the importance of cross-functional collaboration, employee engagement, and targeted customer strategies. A presentation from one of the benchmarking participants demonstrated how data-driven segmentation and process adjustments can significantly reduce uncollectible expenses and improve customer outcomes.

The discussion highlighted a strategy for segmenting customers into five categories based on payment behaviors: “Always Pay,” “Late Pay,” “Won’t Pay,” “Can’t Pay,” and “Never Pay.” By tailoring approaches to each segment, participants improved collections effectiveness while maintaining a focus on customer experience. Key changes included limiting repetitive holds, reducing payment plan enrollments after defaults, and connecting struggling customers with assistance programs. These efforts resulted in a 35% reduction in holds, overall arrears improvement, and a decrease in write-offs.