
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).
Reduced customer trust due to fraud and scams.
Increase customer engagement, trust, and payment rates.
30% increase in payment rates
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:
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.
oneSource leveraged Webex Connect to deploy interactive communication experiences for customers via RCS with a range of benefits to resolve some of their challenges.
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.
Webex Connect offers seamless integrations with existing systems, enabling quick deployment of multiple channels.
Over 6 years experience supporting businesses send RCS.
Direct connection with mobile operators ensures that our customers can reach every RCS enabled device.
Including tier 1 network connectivity in key geographies including U.S., Canada, and the UK.