Case Study: Freemans Grattan Holdings reduces missed payments with VoiceSage

Freemans Grattan Holdings - Customer Case Study

Freemans Grattan Holdings, the UK home shopping and e-commerce retailer, needed a more proactive and cost-effective way to manage pre-delinquent accounts and reduce missed payments without relying on labor-intensive outbound calls. The company turned to VoiceSage and its hosted automated customer contact solutions, including Interactive Voice Messaging and SMS messaging, to send timely reminders as soon as payments were due.

VoiceSage rapidly deployed a cloud-based, rules-driven system that the collections team could manage online without internal IT involvement. The solution helped Freemans Grattan Holdings cut arrears significantly, including 34,000 fewer cases through interactive voice messaging and 16,000 more through SMS, while delivering a 10:1 return on investment and improving customer satisfaction.

Freemans Grattan Holdings

Louise Mollicone

Senior Risk Analyst, Collections Strategy Management