25 years
industry experience
INO CX is modern, agile, and perfectly meets the technical and functional requirements of this project. Beyond the solution itself, we truly appreciated the support provided by the INO team. They were able to suggest functional adjustments based on our initial needs. That’s why we chose INO as our technology partner.
GERI has specialized in debt recovery for over 25 years, offering tailored services to help businesses reduce and prevent unpaid invoices through collection solutions and process optimization.
Since mid-May 2020, GERI has been using INO’s IVR and payment solutions to collect client payments via SMS, email, IVR (Interactive Voice Response), and web.
SMS, Email, IVR
Debt recovery, Payment, CRM integration
To better carry out the missions entrusted to us by our clients, we were looking for an IVR solution that could meet the requirements of a new project and be integrated into our debt recovery process. The solution needed to connect with our CRM in order to offer personalized experiences and enable secure payments directly through the IVR.
First, we contact individuals with unpaid invoices. In most cases, the amounts are settled after this first contact. If not, we follow up via email, SMS, voicemail, or postal mail. This is where INO PAY comes into play.
A callback number is included in those reminder messages. INO helped us implement an IVR on this number, allowing the person to pay either autonomously or with assistance from one of our advisors.
In autonomous mode, we’ve set up a web service that allows data exchange between the INO platform and GERI’s CRM. The person enters their ID number, and the IVR states the amount due. They can then pay by entering their card details directly over the phone. If the payment goes through, a confirmation SMS is sent. If the payment is declined, the call is transferred to an advisor.
For other inquiries, the IVR routes calls to our agents during business hours. Outside of those hours, it offers callers the option to request a callback or leave a message.
Additionally, we’ve worked with INO to implement a web payment page. A link to this page is included in the reminder documents, allowing for easy online payment.
From mid-May to the end of November, over 25,000 calls were handled through the IVR, and €70,000 was collected.
Indeed, it’s essential for us to be effective in recovering debts while also preserving our clients’ image. With 25 years of experience in this field, we offer tailored strategies to each client. We also invest in ongoing training to improve communication, maintain a friendly approach, and deepen our legal expertise. INO PAY is one of our key technology choices—it boosts our productivity while delivering a smooth user experience.
Yes, absolutely. Encouraged by the success of this project, our goal is to roll out INO PAY to all our clients during 2021.
