Empowering ethical debt resolution. Explore how oneSource enhanced customer engagement, trust, and payment rates using Webex Connect, creating better outcomes for all stakeholders involved.
oneSource Debt Resolution Service is an esteemed Public Sector Shared Service based in the UK, dedicated to providing ethical debt resolution services for the public sector. The company was facing limited visibility into customer behaviors and preferences, and they aimed to enhance customer trust in an era dominated by fraud and scams. To achieve this, oneSource leveraged Webex’s Communications Platform as a Service (CPaaS) solution, Webex Connect, to implement Rich Communication Services (RCS).
Our enterprise CPaaS solution, Webex Connect, integrates with oneSource’s existing SMS alerts system with TelSolutions to orchestrate, automate, and monitor all of their customer interactions. Webex Connect allows oneSource to collect valuable metrics from RCS interactions and with these insights, oneSource can tailor communication journeys to make customers feel truly understood and cared for. Not only that, but RCS improves trust with verified business accounts and custom branding. Leveraging the capabilities of Webex Connect, oneSource gives customers enhanced experiences and more chances to self-serve, all leading to improved collection rates.
“Embracing Rich Communication Services (RCS) presents great opportunity for a public sector shared service like oneSource Debt Resolution Services. By creating secure and app-like experiences through RCS, oneSource has not only enhanced customer satisfaction but also reinforced trust and transparency in payment interactions. ”
What was the impact?
RCS now constitutes 15% of oneSource’s total messaging volume, and their outcomes have been remarkable. Payment rates have surged by an impressive 30% since the implementation and read rates have increased to a remarkable 92.38%, up from 59% in 2022.
oneSource is transforming debt resolution with Webex Connect.
See how oneSource used Webex Connect to personalize their customer communications. Download the case study to find out how they:
Increased payment rates by 30% since implementation
Improved customer engagement, boosting read rates to 92%, up from 59% in 2022
Enhanced operational efficiency and redefined the relationship with their customers