A missed instalment triggers a human-tone outreach ladder the same day: friendly WhatsApp reminders, one-tap payment links, and self-service payment plans borrowers can set up themselves. Collectors now only call the accounts that truly need a conversation.
Typical results
62%
Cured with zero calls
11%
Roll rate to 60+ days
24/7
Self-service payment plans
Figures reflect typical results for this kind of automation.
The challenge
Every missed payment went straight onto a collector's call list, so early-stage arrears were handled the same way as hardened ones — days later, by phone, with an awkward script. Most borrowers had simply forgotten or hit a tight week, yet they got a collections call instead of an easy way to pay, and the team drowned in low-value dials.
Before and after
Days to cure early arrears
−35%Cases needing a collector call
−62%Accounts rolling to 60+ days
−39%The automation
We connected the loan system to a Make-driven outreach ladder that starts the day a payment fails. The first touch is a warm WhatsApp message with a one-tap payment link; if it goes unanswered, follow-ups escalate in tone and channel, offering a self-service payment plan the borrower can configure in two taps. Payments and plans sync back to the loan system instantly, and only accounts that stay silent for ten days route to a collector.
How it works
- 01
Missed payment detected
The loan system flags a failed or missed instalment and triggers the outreach ladder the same day.
- 02
Gentle first touch
A friendly WhatsApp message goes out with a one-tap payment link — no shame, no threats.
- 03
Ladder escalates
Unanswered reminders step up in tone and channel over the following days, always offering an easy way out.
- 04
Plan or pay
Borrowers pay instantly or configure a payment plan themselves; the loan system updates in real time.
- 05
Humans for the hard cases
Accounts silent for ten days route to a collector with the full contact history attached.
Starts from
- Loan system events
- Missed payments
Delivers
- WhatsApp payment links
- Self-service payment plans
- Escalation to collector
The impact
Early arrears now cure in 11 days on average instead of 17 — 35% faster — and 62% of cases resolve with no collector involvement at all. Accounts rolling into 60-plus days dropped from 18% to 11%, complaints about collections tone fell sharply, and collectors finally spend their calls where they change outcomes.
Questions about this automation
How does the outreach ladder escalate?
It starts the day the loan system flags a missed or failed instalment, with a friendly WhatsApp message and a one-tap payment link. If there is no response, follow-ups step up in tone and channel over the next few days, and each one still offers an easy way to pay or set up a plan.
Can borrowers set up a payment plan without calling?
Yes. The follow-up messages include a self-service option where the borrower picks a plan within limits the lender defines, such as the number of instalments. The chosen plan and any payment sync back to the loan system right away, and the reminder ladder stops for that account.
When does a human collector get involved?
Accounts that stay silent for ten days route to a collector with the full contact history attached: which messages went out, which were opened and any partial payments. Collectors start from context instead of a cold call. Lenders can also set rules that send sensitive cases to a person earlier.