Multichannel dunning

Multichannel follow-up combines several channels to follow up with a customer: email, phone, text message, regular mail, electronic registered mail, and the customer portal. The channel is chosen based on the customer and the extent of the overdue payment.

Example

A customer does not respond to two emails. The process then moves on to a text message with a payment link, followed by a call from the collections agent.

Why It’s Important

Relying on just one channel often leads to it being ignored. Using a variety of channels increases the chances of getting a response and payment, without having to follow up more aggressively than necessary.

For more information: the customer follow-up guide and the fact sheet on the customer portal and multichannel follow-up.

See also: customer follow-up, payment link, certified mail.