Transforming debt resolution with RCS.

Get case study Public sector solutions

0%

Of RCS messages are read

0%

Increase in payment rates

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Of messages are sent via RCS

oneSource Debt Resolution Service is an esteemed Public Sector Shared Service based in the UK, dedicated to providing debt resolution services for the public sector. With an unwavering commitment to the welfare of all, oneSource strives to ensure equitable and compassionate treatment of citizens while effectively addressing local authority debt.

Recognizing the limitations of the industry’s reliance on communication methods like mail, voice, email, and SMS, oneSource identified an opportunity to improve the enforcement-customer relationship. They aimed to transition from traditional methods and embrace personalized digital communications to better understand and serve customers. To achieve this oneSource leveraged our Platform as a Service (CPaaS) solution, Webex Connect, to implement Rich Communication Services (RCS).

Challenge

Reduced customer trust due to fraud and scams.

Solution

Increase customer engagement, trust, and payment rates.

Results

30% increase in payment rates

Background

oneSource debt resolution services encountered several challenges that hindered their ability to communicate efficiently with customers. They saw a need for personalization to address the unique circumstances of each individual. One of the key issues was the lack of access to communication data, hindering them from having a holistic view of each customer situation. Plus, the prevalence of fraudulent activities and phishing scams in today’s digital landscape has made customers increasingly cautious when responding to unverified payment-related communications.

Key challenges:

  • Over-reliance on traditional mail as the primary communication method

  • Limited visibility into customer behaviors and preferences

  • Reduced customer trust due to fraud and scams

Solution

In enforcement, welfare plays a crucial role. In order to save time and help the maximum number of customers, businesses must fully understand the uniqueness of every customer situation before they reach their doorsteps.

This is where RCS comes in. RCS allows businesses to create app-like experiences within the messaging inbox. Users can enjoy seamless delivery of high-resolution images, videos, group chats, carousels, payment processing, rich cards, and many other captivating features. oneSource were able to leverage Webex Connect to deploy these communication experiences all from one platform.

How did we help?

oneSource leveraged Webex Connect to deploy interactive communication experiences for customers via RCS with a range of benefits to resolve some of their challenges.

  • Webex Connect allows oneSource to collect valuable metrics to tailor communication journeys to make customers feel truly understood and cared for.

  • Using RCS improves trust with verified business accounts and custom branding. Webex Connect can deploy interactive communication experiences for customers via RCS. The goal of providing better outcomes for all drives this technology transformation forward.

  • Webex Connect integrates with oneSource’s existing SMS alerts system with TelSolutions to orchestrate, automate, and monitor all of their customer interactions.

  • Using Connect, business teams can easily deploy payment reminders and customers can conveniently make payments without leaving the chat. And it expands beyond payment-related communication. oneSource deploys personalized customer journeys related to welfare as well.

Impact

oneSource’s strategic shift towards personalized communications through RCS, powered by Webex Connect, has not only improved operational efficiency but has also redefined the organization’s relationship with its customers. This success story underscores the significance of adapting to modern communication methods and the invaluable role trust-building plays in the public sector’s debt resolution services.

  • RCS now constitutes 15% of oneSource’s total messaging volume.

  • Payment rates have surged by an impressive 30%.

  • Read rates have increased to 92.38%, up from 59% in 2022.

“
Our partnership with Webex has been a game-changer, and we are delighted with the value the solution has brought. ”
Daniel Pearce, Director of Business Development, Telsolutions

Utilizing 6 years RCS expertize

Webex Connect offers seamless integrations with existing systems, enabling quick deployment of multiple channels. We provide reliable account management and professional services, ensuring a smooth transition to digital communication channels.

  • Over 6 years experience supporting businesses send RCS

  • Direct connection with mobile operators ensures that our customers can reach every RCS enabled device.

  • High performance network – including tier 1 network connectivity in key geographies including U.S., Canada, and the UK.

Speak to an expert

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