Case Study: a large, industry-leading debt recovery organization modernizes customer engagement and digital journey analytics with Munvo and SAS CI 360

a large, industry-leading organization in debt recovery modernizes customer engagement with Munvo, supporting 3 million annual sessions

The customer, a large, industry-leading organization in debt recovery, needed to modernize its customer engagement and digital journey analytics in a highly regulated environment. They required a more structured operating model for compliant, high-volume outbound communications and clearer visibility into customer behavior on their payment portal. Munvo was engaged as an experienced SAS partner to implement SAS CI 360 to address these challenges.

Munvo implemented two solutions: SAS CI 360 Engage Direct to standardize segmentation and enable compliant, repeatable batch campaign execution across email, SMS, and letters, and SAS CI 360 Discover to gain granular insight into digital payment journeys. The results included establishing reusable audience structures, capturing approximately 3 million web sessions annually for analysis, and gaining a clearer understanding of customer preferences and conversion drop-off points. Munvo's solution provided the client with greater operational control, measurement confidence, and a scalable marketing operations foundation.