Case Study: Barclays achieves higher debt recovery at lower cost with ieDigital

Building digital collections engagement capabilities for Barclays Bank

Barclays Bank, a multinational UK retail bank, wanted to improve how it supported customers in financial difficulty. While its digital channels worked well for everyday banking, customers in arrears often dropped out of those services, leaving the bank reliant on a costly, labour-intensive collections process. ieDigital helped Barclays address this by extending digital engagement into collections.

Using ieDigital’s digital banking platform and digital banking experience, Barclays launched a secure self-service online channel for arrears management. The solution let customers identify themselves without registering, view balances, make card payments, set up repayment arrangements, contact the bank, and access the service 24/7. The outcome was better customer support, improved debt recovery, and lower recovery costs than traditional collections alone, with the solution helping thousands of customers.

Barclays