In the competitive domestic appliances industry, missed payments and customer disputes can place serious pressure on operational efficiency and cashflow. Our client - a leading UK provider of appliance repairs and after-sales support - faced a growing volume of unpaid invoices, primarily for call-out charges customers believed they were not liable for.

To address this, the client partnered with Broadriver in 2020 to streamline their debt recovery process and reduce internal workload.

Phase 1: Traditional Debt Recovery

We initially implemented a structured debt recovery solution focused on overdue invoices through our sister company, Controlaccount. This approach delivered immediate success:

• Significant increase in recovered revenue
• Reduced pressure on internal collections teams

However, during contract renegotiations with key appliance manufacturers, a shift in expectations emerged. Stakeholders wanted a softer, customer-first approach that protected relationships and brand reputation - while still delivering strong recovery results.

Phase 2: Soft Collections & Customer Engagement

Broadriver responded by introducing a customer-centric, branded soft collections strategy - designed to maintain payment momentum while enhancing customer experience.

Three-Cycle Branded Lettering Strategy

1. Cycle 1 – Initial Reminder & Invoice Copy
   Friendly reminder including a copy of the invoice.
2. Cycle 2 – Past Due Letter
   Polite notification that payment is overdue and action is required.
3. Cycle 3 – Final Reminder
   Final notice stating the account may be referred to Controlaccount for formal recovery if unpaid.

This structured communication ensured consistent messaging, reduced disputes and kept payments progressing without confrontation.

Technology-Driven Solution

To elevate customer experience and streamline administration, Broadriver introduced a fully managed, technology-enabled service:

• Branded Online Payment Portal - enabling customers to:
  • View outstanding invoices
  • Make secure payments
  • Set up instalment plans
  • Submit queries and upload remittances
• Managed Communications Process - from receiving ledgers to dispatching letters and SMS reminders
• Customer Care Helpline - dedicated team to support customers with payments, disputes and agreements

Results & Measurable Impact

This soft collections approach delivered exceptional results while strengthening customer trust.

Key Outcomes:

• Maintained high debt recovery success rates
• Improved customer engagement and cooperation
• Fewer disputes and inbound queries
• Reduced admin time via automation and self-service tools
• Faster recovery of both new and aged debt
• Positive impact on relationships with manufacturers and end-users

Why This Strategy Worked

• Customer-Centric Collections - protected brand reputation and loyalty while safeguarding revenue
• Automation & Self-Service - simplified payments and reduced manual workload
• Structured, Professional Communication - ensured transparency, clarity and compliance
• Scalable, Data-Led Approach - gave the client full visibility of performance and continuous improvement opportunities

Ready to Transform Your Credit Management Strategy?

If you're facing increasing aged debt, high dispute levels or pressure on internal credit control teams, a softer approach to collections could be the solution.

Get in touch with Broadriver today to discover how a customer-first credit management strategy can protect your brand and improve your cashflow.