The 2022 Outlook: Opportunities & Threats for digital goods

When thinking of 2022, we can’t help but wonder what challenges it might bring. Though we don’t have access to a crystal ball, we do have the benefit of experts. In this round-up, we speak to our staff about their visions for the coming year.

We asked the following question:

When it comes to maximizing profit, what do you think will be a threat or opportunity for sellers of digital goods or services in 2022? 

From regulatory clarity to the evolution of fraudsters, the demand for diverse specialized teams and the acceptance of new standards. Opportunities for maximizing profit and threats are all around us. Read on to find out what you need to be on the lookout for in 2022. 


In 2022, fraud isn’t going anywhere

Lisa de Vreede, Product Owner Protectmaxx: “With ecommerce sales expecting to rise even further in 2022, payment fraud remains a force to be reckoned with. Not only are fraudsters getting smarter, the amount of fraudulent transactions as a whole is also growing rapidly. Payment methods that were considered low risk are now causing a headache. For example, digital wallets such as Apple Pay.
There is an increasing trend of prepaid (credit) cards being used in fraudulent transactions for the purchase of digital goods. Since these payment methods are also getting more popular among trustworthy customers and getting wider available via more providers, this will form a serious threat for merchants in 2022. The good news is, that with the introduction of 3DS, the credit card fraud is declining. It’s down about 35% in 2021, and with the roll-out still in place, this decline is expected to continue.”

Ciprian Barbu, Infrastructure & Partner Manager: “When it comes to cybercrime, the risk faced by companies selling digital goods is expected to be on the rise in 2022. Most of the dangers faced by today’s business are targeted attacks, either directly on the business or on the business supply chain. Besides an increase in threats from cybercrime, companies can also expect a more increased regulatory pressure in both the privacy and security domain.”

Anne Timmer, Customer Support: “We expect that digital fraud will increase in the future. However, with the right balance in the field of fraud detection, you reduce both your support tickets and negative reviews.” 


In 2022, regulations can be opportunities

Georgiana Hera, Product Owner Protectmaxx: “For the next year, a big challenge for merchants will be to maintain a high success rate for payment authorizations. Since the payment industry is very dynamic and changes very often – as we are currently seeing with PSD2 requirements and SCA restrictions – this won’t be an easy thing.”

Michael Martens, VP of Sales: “In Germany, we see new legislation in place which will change the market for debt collection dramatically. We have previously seen this in other markets, where the same situation led to a boost in the need for communication and online payment technologies. In order to secure revenues and maximize profits, it is crucial for merchants in these markets to find ways to lower their costs while also keeping their customers happy.”

Daniël Schurr, Product Owner Collectmaxx: “For the next year, there might be some opportunities regarding PSD2. We might be able to gain additional insights in payment behaviour, which would allow us to offer more fitting payment arrangements, without pushing debtors in a situation in which they have issues paying for primary necessities such as rent, water, energy etc.
One development we’re monitoring closely is the acceptance of Open Banking. This would allow us to speed up onboarding, as Open Banking improves the speed through which our customers can complete the KYC processes for new payment methods. The result is that we’d be able to offer a wider range of payment possibilities for consumers.”


In 2022, keep pace with customer expectations

Anne Timmer, Customer Support: “It is a challenge to set up your order, payment, and delivery process in such a way that you receive as few support requests as possible. Merchants must offer the broadest possible range of payment methods while at the same time allowing their customers to complete their orders easily, quickly and safely.”

Lourens Badenhorst, Product Owner Checkmaxx: “Unlocking new sales channels will be the biggest opportunity for sellers of digital goods in 2022. In 2020, 63% of shoppers who used Facebook, used it for shopping activities. The share of TikTok, Instagram & Twitter shoppers will continue to grow in 2022. Having a storefront on each of these channels will boost sales and grow your customer base. In 2022 customers will expect nothing less than a streamlined omnichannel shopping experience on the channel of their choice, enhanced with personalized chatbots.”

Catalin Draghici, Product Owner Paymaxx: “In 2022 customers will expect a seamless shopping experience on all their favourite platforms, including Facebook, Instagram, Twitter, and TikTok. Having the right payment methods, bank to bank direct transfer, BNPL, e-wallets, crypto etc. perfectly tuned, in full sync with an optimized checkout, will boost sales and revenue.”


In 2022, payment expertise is in high demand

Petra Klerken, Human Resources: “The biggest threat for HR in these times is the fight to recruit people.  Everyone is looking for the same people that are hard-working, customer focused, and are willing to learn/stay updated on/about the market.” 

Anne Timmer, Customer Support: “For large merchants operating in different geographies and catering to diverse demographics, it is important that their support team is a good reflection of their customer base. A diverse, international, multilingual, mixed team with different cultural and ethnic backgrounds allows you to feel connected to your customers and more easily empathize with the different points of view, norms, and values customers hold. This approach enables better estimations regarding which kind of customer support is needed, and/or which adjustments or improvements need to be made.” 


In 2022, think about 2023 and beyond

Ciprian Barbu, Infrastructure & Partner Manager: “It is estimated that by the end of 2023, modern privacy laws will cover the personal information of 75% of the world’s population. In this context, it is more important than ever for merchants to select an experienced and resilient partner that can meet the demands for fraud screening and payment processing in 2022 and beyond.”

Lourens Badenhorst, Product Owner Checkmaxx: “The rise of the metaverse will be the biggest threat for sellers in 2022. Gaming, gifting, investing, art collecting etc. will never be the same. Everything that is available in the physical world is also available in the metaverse. Young Millennials and Generation Z will spend a good share of their disposable income in the metaverse. Traditional ecommerce, digital goods and services sellers as well as physical stores will need to find innovative ways to transact on the metaverse or risk losing out on their share of the estimated $800 Million market.”

Catalin Draghici, Product Owner Paymaxx: “The “next internet”, the metaverse, will be the biggest threat for sellers in 2022 and the years to come. We already need to focus on this threat as it rises fast and all the biggest players who want a share of it, like Facebook, Microsoft, Minecraft are already there. Sellers of digital goods, will have to adapt, transform and innovate in order to find their way into the metaverse or risk losing their slice of the pie.”


So, what do you think? What opportunities and threats do you expect in 2022? Do you have all your bases covered? Does your payment strategy have room for improvement? We’d love to hear from you. Get in touch with us anytime. 


Collectmaxx – mass payment collection made personal

With Collectmaxx, we can offer businesses and debt collection agencies a reminder/dunning solution that lowers costs and increases customer loyalty by automating collection processes.  

In this series, we introduce our services and explain the ins and outs, including what they can do for your business. 

What is Collectmaxx?

Collectmaxx is a communication platform which offers a complete set of dunning tools that make it possible to get an open invoice paid faster, at lower costs.

This is achieved through a combination of expertise, process analysis, advanced automation, and continuous reporting of actionable insights that can be implemented to achieve even better results. 

With Collectmaxx, you get access to:

  • Expert advice on how to get customers to pay. We examine your communication channels and optimize your messages for maximum results.  
  • A wide range of payment reminders (50% of non-paid invoices are due to forgetfulness)
  • The ability to lower the bar for customers to take action by offering payment options that help invoices get paid faster. For example, customers can set up a payment instalment plan with just a few clicks, without having to get on the phone with a person.
  • Results delivered via a direct connection or in a way that enables you to automatically process the result (reducing the need for manual action).
  • A platform can be implemented globally, across different time-zones and with full support for different languages.
  • Reporting of insights that credit managers can act on. 

Who is Collectmaxx for?

Trusted by debt collection agencies, major energy suppliers, telcos and global multinationals, Collectmaxx is the best platform on the market for firms who want to automate their invoicing and manage late payments as efficiently as possible. 

The benefits of using Collectmaxx

The faster an invoice is paid, the better. Collectmaxx enables a wide range of communication channels that can be used individually or combined:


Collectmaxx features include:

Fully automated and mass customizable natural sounding high definition voice calls that take the pressure off of call centres and allow agents to focus on those debtors who really need extra attention. Alphacomm voice calls are available in all languages.  


Automated emails, in a brand’s look & feel with an email sender address that is customized to match the company domain. A customer receiving the email recognizes it as legitimate, trusted and familiar, which results in higher mail open rates as well as improved conversion rates.

These emails can be implemented as digital invoices or payment reminders. They include a custom payment link, so it’s always easy for customers to pay the open invoice. 

Moreover, with embedded audio functionality (optional), recipients can listen to the email they received in different languages, further boosting conversion rates.


SMS messages are hard to miss and even harder to ignore. With Alphacomm SMS reminders, debtors receive an SMS on a company’s behalf, regarding their open bill together with a direct link to  make the payment or request a payment arrangement.

Interactive video reminders

Interactive video is the equivalent of a Swiss army knife in the dunning process. A slickly produced animated video, with clear audio and easy-to-read subtitles, guides the viewer towards the payment of the debt. As it’s interactive, viewers can pause or replay the video anytime and as often as they need. The videos are personalized for every recipient.  

QR code reminders

QR codes are an easy way to share personalized URLs on any medium. Include them digitally in an email or print them on a paper letter. To make their way to the secure payment page, all customers need to do is scan the QR code. 

Paper letter reminders

Sometimes digital automation is not the go-to choice. For companies that need to distribute paper letters en masse, we can help take care of the entire process and introduce efficiencies that lower costs and boost revenue. Alphacomm is also able to enhance traditional paper letters with special features like scannable QR codes.

Trusted by leaders

Collectmaxx is being used in a wide range of industries. Collectmaxx customers range from utility companies and municipal institutions to insurers and healthcare providers. Our solution is trusted by the world’s leading brands. Arvato Bertelsmann group, Gazprom, Athlon, Rabobank, Sure are successfully using Collectmaxx in select markets.

More information on Collectmaxx?

For more information on Collectmaxx, feel free to contact Daniël Schurr. As the Collectmaxx Product Owner at Alphacomm, Daniël is looking forward to helping you with any questions you might have regarding Collectmaxx, our reminder/dunning solution.


The benefits of automating your call centre

Credit management teams often struggle with the costs of handling inbound phone calls.  A fact made all the more tragic since the vast majority of calls concern very simple questions. What if you could free up personnel by automating call handling?

How much do I owe? Can we set up a payment arrangement? How can I pay? Can I pay later? Credit managers are no strangers to these questions. On a daily basis, many customers in arrears call and repeat the same questions all over again, resulting in overwhelmed and overworked call centres. 

In recent years, it has even become a trend for companies to hide their phone numbers and guide customers to find the answers themselves via Q&A pages, knowledge bases and chatbots. The result, however, is that more often than not, it takes customers longer to find the answers they need, which in turn is detrimental to the overall customer (and brand) experience. 

Damned if you, and damned if you don’t. For collection departments, balancing customer needs and overhead costs has long been a difficult trade-off. Until now. 

Is call centre automation the answer?

Imagine the following: you’re calling a company’s customer service department to ask about an order, a payment or to make an appointment. Would you rather talk to a human being, or a digital assistant? 

Wait a minute. Is that hesitation I’m sensing? What if I told you, your call was a complete success and all your queries were answered. I’m pretty sure you wouldn’t mind at all. 

Can this be done? Sure it can. 

Many of the lucky few sitting in the audience at the 2018 Google I/O conference were stunned by the level of realism on display, as the Google Digital Assistant called a hair salon and successfully made an appointment, on behalf of a person.

Technologies such as Google Duplex and others, are going to enable the next big innovation in the realm of customer service.

The evolution of IVR

We are witnessing the coming of age of interactive voice response systems (IVR). After seeing voice assistants come into bloom as stand-alone devices, we are now re-applying the tech to improve call centre IVR experiences. 

The history of voice recognition and voice assistants goes back more than 100 years. Throughout history, there have been various attempts and approaches to voice recognition. The first of which, was probably Radio Rex. The children’s toy from the early 1920’s used an electromagnet that had been tuned to the same frequency as the vowel in the word “Rex.” When a person shouted “Rex”, the dog would be pushed out of the dog house, as if responding to the call of his owner. 

Ever since, there have been various attempts and iterations such as Audrey by Bell Labs (1952) and the IBM Shoebox released by IBM in 1962.

Once voice recognition technology had evolved enough, we started seeing its application in speech-to-text dictation software. 

A major breakthrough in how we interact with voice recognition systems, is their ability to adapt to our input and interact with us on a more conversational level. This brought on the rise of voice assistants like Siri, Alexa and Google Assistant. 

Nowadays, truly advanced voice recognition is increasingly found in all sorts of high-tech applications, from language learning apps like Duolingo to artificial intelligence chatbots like Replika.  

Why voice technology will improve call centre efficiency

As a fintech business, our core business is profit. We spend a lot of time crunching numbers and speaking with managers in various verticals about their pain points and bottlenecks. A recurring source of concern, is the required financial and human resources to properly process incoming calls. 

Large B2B companies often struggle with the costs of handling inbound phone calls. On average, an incoming call costs about €5 to be handled by a person. For a large enterprise handling thousands of calls per day, that number quickly adds up. The unflattering truth, however, is that the vast majority of inbound calls concern simple questions that can be answered just as thoroughly by the technology that powers today’s most popular voice assistants.

At Alphacomm, we’ve developed a new way to tackle this old problem. By leveraging our decades of experience in customer service systems as well as the latest breakthroughs in voice recognition, we are soon launching an automated voice activated customer service platform for use in call centres. 

Introducing the Alphacomm ‘digital assistant’

Once implemented, call centre staff will no longer need to handle repetitive questions such as ‘how can I pay’ or requests for payment arrangements. Our platform will be able to joyfully answer the phone with a script along the lines of “Hi, this Company X, what can I do for you today?” The customer will start talking and based on the input received, the voice will detect the reason for the call, conduct a positive ID check and proceed to either provide the customer with the answer to the query or if necessary, direct the customer to a live agent. 

Dubbed ‘digital assistant’ for now, the new solution ticks a lot of boxes. For starters, businesses will no longer need to hide their phone number to prevent their staff from being inundated by phone calls. We’ve calculated that implementing the digital assistant will result in an average reduction in call load of about 30% to 60%.  

This is especially beneficial as most customers still regard the phone as the preferred service channel. An added benefit of the increased call volume is that it also makes it easier for customers with low literacy levels to get in touch with customer service. 

The efficiencies gained from automating a call centre translates into higher productivity as well as improved customer satisfaction. The offloading of easy calls onto the automated system means that call centre staff are free and better able to handle the more difficult questions from customers who really benefit from the extra personal attention. Moreover, companies will be able to do all that while also significantly lowering their operational costs. 

Implementing Alphacomm’s digital assistant allows debt collection agencies and financial departments to: 

  • Be available to customers 24/7
  • Automate the answering of repetitive questions
  • Automate payment arrangement requests
  • Dramatically reduce costs
  • Improve service level (successfully handled calls)
  • Provide a better customer experience
  • Handle large volumes

The launch of the digital assistant is part of Alphacomm’s mission to humanize the dunning process and provide customers with multiple self-service tools that help them pay easier, so businesses can get paid faster. 

Our digital assistant roadmap

We’re helping collection agencies and finance teams offer their customers a greater digital experience. Part of this experience, is the ability for customers to create a payment arrangement by speech! After the initial launch of the digital assistant as an inbound service, we’re going to expand its functionality through frequent, rolling updates. The next milestones in our roadmap include integrating the digital assistant in our outbound calls services as well as embedding it within landing pages and email.

Customer service voice assistants are ready for primetime! Are you ready to lower costs and boost results? Get in touch for any questions regarding our digital assistant and how it can truly transform your business. 

Additional language support added to Checkmaxx

Multilingual support for variables in voice messages

Collectmaxx customers can now send out rich voice messages, including custom variables, in multiple languages. The feature is now a standard option within our payment reminders suite and is available to all customers. 

Multilingual voice scripts

With multilingual voice scripts, your customers can send out payment reminders via voice messages, in different languages, while also including the personal or financial details related to the payment. 

Specific details such as the name of the person, the amount owed and the case number are now natively read aloud in the preferred language of the recipient. This increases the debtor’s understanding of the situation and leads to better conversion rates.

Supported languages

At present time, supported languages are English, Dutch, Flemish, Walloon, French, German, Swiss German and Austrian German. Of course, based on the needs and preferences of your customers, additional languages can be added.

For more information, contact Quinn Ponidjo. As the Collectmaxx Product Owner at Alphacomm, she is looking forward to helping you with any questions you might have.

Additional language support added to Checkmaxx

New payment method: Tikkie

Alphacomm now offers Tikkie as payment method to all partners and customers based or operating in the Netherlands.

What is Tikkie?

Tikkie is a peer-to-peer payment service that allows people and businesses to request payments from others. Since it’s launch in 2016, the app has become so popular that the word ‘Tikkie’ is now synonymous with the term ‘payment request.’ When someone owes you money, you send them a Tikkie.

In the Netherlands, Tikkie is basically the easiest way to ‘go Dutch’ after a night on the town with friends. However, as the service grew in popularity, so did the use cases. Nowadays Tikkie is also a perfect payment method for businesses of any size. 

Payment requests made easy

Tikkie is a payment method that is available as part of our Paymaxx solution, but can also be integrated into our Collectmaxx (dunning) and Checkmaxx (ecommerce) solutions. 

For example, integration with Checkmaxx, our end-to-end ecommerce solution, allows for the use of Tikkie as a payment method when buying prepaid phone credit, digital (gaming) vouchers or any other high-risk digital goods. This is perfect for families with young children. When kids run out of prepaid credit, they can initiate the order themselves and have their parents finalize the payment by sharing the Tikkie. 

Similarly, when integrated with Collectmaxx, if someone is in payment arrears and has an invoice they can’t afford, they can forward the amount owed, as a Tikkie, to a friend or relative who is willing to help them out.  

But the use cases don’t end there. Paymaxx, Collectmaxx and Checkmaxx customers, regardless of vertical, will benefit from the implementation of this incredibly useful payment method within their checkout process.

How to use Tikkie at checkout

In the video below, we illustrate the checkout process when Tikkie is chosen as payment method within Checkmaxx. 

The user specifies which phone number to top-up and the amount of the top-up. Next, the user selects payment method to use. In this case, that’s Tikkie. After choosing Tikkie, the option is presented to share the payment with the person who will make the actual payment. 

Sharing can be done via any communication app on the user’s device. From messaging apps like WhatsApp to Messenger to social media platforms, email and SMS. Moreover, a friendly text is included, so the recipient always informed regarding the goal of the payment and the amount requested. The included text can be customized by the user before sending. 

For more information, contact Lourens Badenhorst. As the Checkmaxx Product Owner at Alphacomm, he is looking forward to helping you with any questions you might have.

How to improve dunning efficiency and get better results

How to improve dunning efficiency and get better results

Dunning often gets a bad rap. But, what if there was a way to change the perception of dunning? What if the dunning process could become a company’s next USP?

Unexpected phone calls that ruin a perfect day. Arbitrary deadlines that don’t seem to make sense. To the average customer, missing a payment or being reminded about it are not generally regarded as positive experiences. 

However, all companies need to secure their revenues. Getting paid, aside from a profit motive, is also about survival. When late payments and non-payments spiral out of control, the effect can be very detrimental to the balance sheet.

Make dunning a positive experience

How can your clients get more out of their dunning process, while maintaining a great customer experience? There’s often a lack of clarity regarding the best way to approach this problem and get results. In essence, what companies need to do is take a good look and evaluate their communication process. Is the message being received by the recipient? Is it being understood? Does it lead to the desired action? 

To that end, we’ve developed a framework with an easy-to-remember acronym: UDAP. 

Let’s break it down in just four steps:

Step 1: Understand

First, companies need to know their customer’s preferences when it comes to communication channels. E.g. don’t send letters to customers who prefer emails.

Step 2: Diversify

Secondly, companies need to diversify their approach. Multiple communication channels work better than one. The customer journey, whether it’s for purchasing new products or paying old bills, will benefit from the inclusion of multiple touchpoints.

Step 3: Adjust

Thirdly, companies need to meet their customers halfway. In practice, this means delving into their customers’ demographics and behaviour in order to increase the effectiveness of dunning efforts. For example, if a customer segment has trouble reading, the company can supplement its emails, for example,  with audio and video.

Step 4: Provide

Lastly, companies need to provide options rather than ultimatums. Assuming that a company’s customers like the service it provides and actually want to pay to keep making use of it, the question then becomes: how do you make sure the customer always feels empowered to resolve the outstanding debt?

For starters, companies need to make sure they offer all the payment methods customers use and expect, including local and regional payment methods. Moreover, customers need to be provided with flexible self-service options, all within a few clicks. One such option is allowing them to select a future due date on which to pay. Another, is offering the option of starting a custom payment plan, so customers can pay a certain amount per month until the debt is paid in full.

Moreover, companies can either incorporate a self-service strategy within traditional communication methods or opt for more high-end solutions. For example, at Alphacomm, we created an interactive video reminders platform that informs customers regarding late payment and involves them in the resolution. How? By allowing customers to make their own decisions, at their own pace in a non-threatening digital environment.

Bonus tip: Set the right tone

When it comes to getting late invoices paid, establishing personal contact can prove quite tricky. First off, customers value being in control of the solution to their financial woes. Moreover, there is often also a deep sense of shame associated with debt. A shame that is only exacerbated by having to discuss it in detail with a total stranger. Paying outstanding bills should be as simple as making an online purchase. Customers should be able to do this easily and without the ‘help’ of a bill collector. 

Therefore, it is crucial that managers take a good look at their dunning process and assess how they are addressing their customers. This means taking a look at the tone of voice used in company communications and asking if that is how they would like to be spoken to.

Moreover, how helpful are these messages? To what extent are companies pre-filling or providing information that customers would otherwise need to go search for themselves? 

Win-win situation

By using a personalized and positive approach throughout the dunning process, a ‘sense’  of personal contact is established long before the actual deed. Though customers may not want to get on the phone, merely knowing that it would be a non-threatening experience if they did, goes a long way in terms of establishing a healthy relationship.

Also, the upshot of empowering customers to help themselves is that employees have more time to handle the cases that require personal attention. 

In the end, it is important that customers feel a company is on the same page as they are. By applying these steps, your clients will:

  • help their customers take care of their finances without feeling overwhelmed or pressured, 
  • boost customer loyalty by adopting a customer-friendly stance
  • cut the overall costs of dunning, by reducing the need for intervention by live customer service representatives. 

Sounds like a win-win right?

Get in touch

If you’d like to spar about how to improve the dunning process within organizations, reach out to us anytime. 

How to help your customers manage credit risk in 2021

COVID-19 has had a profound impact on consumers’ personal finances in 2020. Unfortunately, it is now clear that the real economic impact will only be felt in 2021. How are you going to help your customers vaccinate against the financial symptoms of COVID-19?

Income, savings and the lack thereof

European consumers are spending a lot less. Still, it’s not necessarily that the money isn’t there. Overall, European consumers are fairly cautious about what the future will bring. This is evident in their spending patterns. In the Euro area, consumer savings have actually skyrocketed to almost 25% of gross disposable income during the first wave of the pandemic and remained as high as 22% in Q3.

However, this is not the case across the board. While many Europeans have kept their jobs and have actually been able to pay off debts more easily during the pandemic, others have been made redundant and are facing an uphill battle against mounting bills. The latter group of individuals causes worry. It is estimated that, without a month’s income, 29.6 million people in Europe (8.7% of Europeans) would not be able to afford the payment of basic utilities nor a month’s supply of food (Bruegel, 2020). If the income drought lasts two months, that figure jumps to 41.6 million individuals or 12.2% of Europeans.

Where consumers live also greatly affects the direness of their personal situation. In countries like Croatia, Latvia and Lithuania, a 50% salary cut for two months means that individuals have trouble paying their bills. On the other hand, in countries like Belgium and Finland, a similar pay cut would only see 0.5% of individuals end up in vulnerable situations.

Moreover, at the time of writing, there are 15.6 million unemployed in Europe of which it is believed that 1.7 million were added during the pandemic and that another 14 million could be added, if countries were to suspend emergency work schemes that keep people employed by subsidizing salaries. 

Credit management in times of COVID-19

The corona crisis has done a great deal of damage to the European economy. Hundreds of thousands of jobs have disappeared and a large part of the European population is struggling to make ends meet. A second wave is currently raging and there is a good chance that a third wave will follow before any of the very promising vaccines start to have an effect. The predictions for 2021 are therefore grim.

It is inevitable that the number of customers in arrears will increase in 2021. It is therefore important that companies review their debtor management in good time.

How do you ensure that, in times of crisis, customers continue to pay on time? How do you ensure that the dunning process increases loyalty instead of costing you customers?

The appropriate strategy should place the customer at its centre. Businesses must provide customers with personalized payment experiences. Furthermore, it is essential that debt collectors anticipate difficult situations and think along with customers preemptively, in order to come up with customer-friendly solutions that work.

3 steps to achieve better collection results in 2021

With over two decades of experience in the customer-friendly collection of outstanding invoices, Alphacomm is a trusted veteran and a proven specialist within the field. That’s why we’re confident that 2021 can still be a pretty good year for credit management, if the right approach is taken.
By following these steps, you can help your customers develop payment reminder strategies that deliver results.

Step 1 – Put the customer first
Make it more efficient and more user-friendly for your customers to pay by digitizing your credit management processes.

Step 2 – Personalize your approach
The next step is to increase your odds of success by offering multiple types of payment reminders that are personalized based on customer demographics, payment history and even literacy level. 

Step 3 – Think like your customer

Finally, but at least as important, is the availability of payment options. Provide your customers with a wide choice of payment methods (from debit card to Apple Pay) as well as the choice to either pay later or pay in instalments. This way, there will always be a solution that works out, no matter the situation.

How are you planning to help your customers develop COVID-proof debt collection strategies for 2021? I would like to hear what your ideas are.


Rick Kraaijeveld

Product Owner Collectmaxx

To paylink or not to paylink? The pros and cons revealed

Businesses, increasingly concerned with the deliverability and effectiveness of their invoices, have been turning to paylinks. How do paylinks work? And are they really that effective? Read on and find out. 


The decline of the ‘traditional post office’ is a universal theme all over the world. If your payment collection process is primarily based on sending out traditional letters via the post, you’re probably seeing the effectiveness of your strategy declining year over year. 


Consumers, especially younger generations, have either adopted or have grown up with a digital-first mindset. They travel a lot, they often move from city to city in search of job opportunities and see homeownership as less of a priority when compared to their parents’ generation. 


Paylinks – digital payment made easy

For many people nowadays, the last thing they need is a paper envelope in the mail containing ‘important information.’ As far as they are concerned, if your message was really that important, you could have reached them in better, more immediate ways. 


One strategy for improving the effectiveness of invoices is to embrace the digital experience and send payment links instead. Payment links or simply paylinks for short, are personalized URLs embedded in email, SMS messages or printed in letters as scannable QR-codes. Once clicked or scanned, the links redirect the customers to a secure online environment where the payment can be made.


Are paylinks the ultimate solution for payment requests? Let’s take a look at the pros and cons of sending out paylinks through e-mail.


The pros of using paylinks


Cost reduction

Sending out paper letters costs money, both in terms of postage and the raw materials required. By comparison, going paperless means getting similar results at only a fraction of the cost. 


Lower DSO

A paylink redirects the customer to a payment page for the specific invoice in question. Since all the information is pre-filled, a paylink saves the customer a lot of time. Moreover, when customers pay via paylink, businesses are instantly made aware of the payment. With digital paylinks, keeping admin up to date is a breeze.  


More payment methods

When a customer enters the payment page, they are presented with a wide range of payment methods. These include the local, regional and international payment methods customers know and trust. Customers may be delighted to find out that they can use a credit card or Paypal when making a payment to a local company. 


Sending out traditional letters isn’t very good for the environment. Most companies nowadays are aware of their ecological impact and many have even aligned themselves to some extent with the sustainable development goals put forth by the United Nations. By going digital, companies reduce their carbon footprint and contribute to a greener planet.


Broader strategic options

Though paylinks are often used in e-mail, it’s important to realize that paylinks come in various forms. For example, a paylink can be sent via SMS or presented to the customer when they engage with a chatbot.  Another benefit is the fact that e-mail paylinks can provide businesses with the opportunity to properly register more customers – in accordance with GDPR – by driving them towards creating an online account. 


Wide adoption 

Paylinks are also an opportunity when it comes to reaching older demographics. The COVID-19 pandemic has brought everybody together in the online world an accelerated the process of digital adoption. Older demographics are now also creating SaaS accounts, paying their bills online and engaging with others via video calls, emails and social media platforms. 


The cons of using paylinks



Sending out digital invoices isn’t something companies can do from one day to the next. European businesses are legally bound by GDPR. This means they need to acquire a customer’s explicit permission before sending them a paylink via e-mail or SMS. Some businesses, as part of their general business practices, may have already acquired permission from some customers, but not for others. 


Luckily, as previously mentioned, a major benefit of paylinks is the ability to drive customers to create online accounts. In other words, the proper implementation of paylinks accelerates customer registration and helps businesses remain GDPR compliant. 


Trust issues

Everybody with an e-mail inbox receives SPAM or phishing emails. Some are savvy enough to tell the difference instantly, others may not know what the signs are and how to separate legitimate emails from scams. Companies need to make sure their e-mails are consistent with their brand and tone of voice. 



Sending out thousands of transactional emails as a business is not the same as sending out marketing newsletters to customers. To ensure deliverability of transactional emails, SMTP servers and IP addresses need to be whitelisted and list maintenance needs to be carried out regularly. 


Open rates

Inbox fatigue is a real issue. Many people receive hundreds of emails per day. It’s totally conceivable that a message could slip through the cracks and never be seen.   


Paylinks – a must-have tool

When it comes to paylinks, the pros outnumber, outweigh and resolve the cons. In fact, when implemented correctly, the personalized paylink is a cost-efficient and highly effective must-have tool in a company’s payment collection arsenal. 


From lowering costs and improving GDPR compliance to making the payment experience quicker and more customer-friendly, it’s safe to say that the benefits of implementing paylinks within a dunning strategy are clear.


My advice? Align yourself with a partner who can help you navigate the legal and technological hurdles your customers face. The potential pitfalls, though notable, can easily be mitigated by working on the implementation of a paylink strategy alongside experienced professionals. 


At Alphacomm, we’re happy to help manage risks and provide you with the means to measure the effectiveness of your efforts. If you’d like to spar about how to improve the dunning process within large organizations, reach out to us anytime. 


Catalin Draghici

Product Owner Paymaxx

Additional language support added to Checkmaxx

Major upgrade for Voice Reminders service

We’re pleased to announce that the upgrade is now official. Key improvements are the new API and increased flexibility of call paths. With the new API, customers can integrate our solution into their own services, enabling them to monitor the steps their debtors are taking. 


Moreover, with the increased flexibility of call paths, we’re able to integrate voice calls into different features and situations. For example, our customers can now allow their debtors to start a call by clicking a button on a web page. Another added benefit is that we can also match the call speeds or forwards depending on the activity and availability of call centers. 


To find out more about other technical benefits and real-world applications, we recommend you get in touch with the product owner of our Reminders service Rick Kraaijeveld (rick[at]


Here’s a list of all the updated features:


* API accessibility. The voice service is ready for integration in client services.

* Better tracking of call results, which are updated during a call, where we can follow all results.

* More flexibility in the usage of variables in voice scripts.

* Increased scalability. Scale up when the traffic peaks and scale down once it reduces.

* Easier to add new voices and languages due to automatic conversion of sound files.

* Possibility to add web hooks to give customers real-time information via API and faster result handling.

* Possibilities to handle scheduling better and more flexible.

Additional language support added to Checkmaxx

Introducing SMS Dashboard

Collectmaxx, our reminder & dunning solution, already offers a dashboard overview of outbound calls. Today we present the SMS dashboard. If you are using SMS scripts you can find insights in our new dashboard.



In this overview, you can see the total amount of created, failed and delivered events of the current day. It is also possible to search in past days for clear overviews and details.

If you are not currently using our SMS service, but you are interested to do so, then you can contact us to discuss your options. With the SMS service, you can send paylinks very easily and your customers will be re-directed to the payment page in a blink of an eye.