Case Study: The CMI Group achieves friendlier, more efficient debt collections with LivePerson

The CMI Group makes debt collection friendlier & more efficient with SMS messaging

The CMI Group provides revenue, receivables, and contact center solutions for large companies and prides itself on a customer-first approach to collections. Their challenge was that traditional calling for missed or delinquent payments produced low answer rates (~20%), poor consumer experiences, and embarrassment for customers, so they needed a less intrusive, more effective way to reach people without sacrificing relationships.

CMI partnered with LivePerson to add SMS-based conversational messaging and LivePerson’s Meaningful Conversation Score (MCS) for real-time sentiment tracking. SMS yields far higher engagement (98% read rate and ~45% response rate) with faster replies (about 1.5 hours), while MCS lets managers optimize message content and train agents in real time—resulting in better customer satisfaction, improved operational efficiency, and increased revenue.

The CMI Group

Jim Lynch

Chief Operation Officer