Case Study: Snap Finance transforms customer collections with Webio conversational messaging

Snap Finance transforms customer collections with conversational messaging

Snap Finance, a UK consumer credit company, sought to increase engagement with customers over outstanding payments and reduce its heavy reliance on phone calls, which customers often avoided. They partnered with vendor Webio to implement its conversational messaging and chatbot technology to transform their collections process.

Webio developed automated, compliant chatbots to manage early-stage outreach via SMS, starting customer conversations without a live agent. This solution included conversational forms for income and expenditure, which increased data capture and engagement. As a result, Webio helped Snap Finance achieve a 3x higher performance for messaging over their dialler, a 30% reduction in necessary agent site calls, and a 60% response rate for their conversational forms.

Snap Finance

Jonathan Booker

Head of Field Collections