Streamlining Collections with Low-Code Innovation | Flexys and Billing Finance

James Hill, Flexys and Jemma Holland, Billing Finance discussed how modern collections strategies are built on smart automation, low-code tools, and real-time data to create seamless self-service experiences for customers.

Hill explained that Flexys is on developed low-code configuration capabilities which allows their clients to design their own dynamic, customer-centric journeys that adapt in real time. This means that if a customer switches from self-service to a phone call, all the relevant data is instantly available to the agent, avoiding frustrating repetition and also talked noted how regulatory frameworks like Consumer Duty are shaping their approach to customer care.

With Flexys, Holland explains that Billing Finance can build flexible workflows that offer multiple payment options and provide tailored support, especially for vulnerable customers. Holland stressed that the ability to configure and adjust communication strategies whether through calls, email, or messaging ensures that customers receive the right level of support while the business maintains efficiency.

Both speakers highlighted the balance between business goals and customer needs. By reducing barriers and making collections journeys as frictionless as possible, lenders can collect payments faster while still treating customers fairly. This combination of low-code flexibility, automation, and a customer-first mindset is helping both Flexys and Billing Finance adapt to rising expectations in the collections space.