The customer journey doesn’t end when a debt collection agency steps in

The subscription model can be a powerful business strategy — but only if it works from start to finish. That means offering a strong value proposition where customers clearly experience the benefits of subscribing. And it means ensuring that payments run smoothly and efficiently — from the first charge to reminders and, if needed, collections.

Customers evaluate your brand based on the entire customer journey. From how easy it is to sign up, to the value of your product or service, the delivery process, and even the tone and timing of your payment handling. That includes the dunning process and how you manage third-party collections. The way a failed payment is handled has a direct impact on how the customer feels about your brand — and whether they choose to stay with you.

From dunning to collections

Dunning refers to the amicable collection phase. The customer is reminded of the outstanding payment and given the opportunity to settle the original invoice. With Buckaroo’s credit management solution, customers are offered various ways to pay. The available payment methods, frequency, timing, and tone of reminders can be tailored to match customer preferences and payment behaviour.

If payment still doesn’t happen, the claim may eventually be handed over to a collection agency. Even though a different organisation takes over at this point, it’s still part of the same customer journey. That’s why it’s essential this phase aligns with the brand and its audience. A good collection partner will work with you to determine the most appropriate way to approach your customer.

Interoperability is key

Seamless interoperability between the systems of the provider, payment partner, and debt collection agency is essential. When systems are properly connected and relevant data can be exchanged securely and efficiently, the collections process becomes more streamlined. That shared data also provides valuable insights — allowing you to further personalise the collection strategy. This not only improves recovery rates, but also contributes to a better customer experience.

A one-stop shop for credit management

Buckaroo partners with coeo Incasso as part of its credit management solution. As a specialised fintech company, coeo has developed a unique and innovative platform that allows organisations to tailor their collections process to their needs. It’s highly effective, yet flexible and always aligned with the industry and brand. Together, Buckaroo and coeo offer a professional, transparent and customer-friendly credit management journey. A true one-stop shop — keeping the customer journey as smooth as possible, and helping more customers return to recurring status after the collections process.