Why Consumers Actually Like Working with Our Clients

Why Consumers Actually Like Working with Our Clients

Rethinking Receivables with Compassion, Clarity, and Control

Debt collection has a branding problem. For decades, it’s been synonymous with stress, confusion, and frustration—for consumers and the agents serving them. But it doesn’t have to be that way.

At Divinity Software, we’re changing the game.

By equipping our clients with automation, transparency, and flexibility, we’re helping them create positive, even appreciated, financial experiences. In fact, it’s not unusual for consumers to thank our clients after resolving a debt—something almost unheard of in traditional collections.

Here’s how we make that happen.

1. Communication That Feels Human—Even When It’s Automated

Most people aren’t dodging debt because they don’t want to pay. They’re overwhelmed, uncertain, or afraid of what a conversation might mean. Traditional systems amplify that fear—long hold times, aggressive scripts, and impersonal notices.

We approach communication differently.

With Divinity Software, our clients send messages that mirror how people naturally talk and read:

• Text messages with plain language and clear action steps

• Email reminders that are friendly, not threatening

• IVR flows that guide, not confuse

Imagine a consumer receives a text that says:"Hey Jordan, just a quick heads up—your payment is due in 3 days. Need a hand or have a question? Call us at 123-456-7890 or visit www.somelink.com."

That kind of tone feels safe and familiar. It invites action instead of resistance.

And when someone does call in, your team can pick up where the automation left off—because all data is synced in real-time across channels.

This omnichannel experience shows consumers:“You remember me. You respect me. You’re not just here to collect—you’re here to help.”

2. Payment Options That Respect Real Life

Life isn’t linear. People get sick, lose jobs, have car trouble. Yet many payment systems are rigid, treating every deviation as a delinquency.

With Divinity’s Payment Module, flexibility is baked in:

• Consumers can choose payment dates that align with paydays

• They can choose plans easily without needing to speak to an agent

• Access 24/7 self-service portals that are mobile-friendly and intuitive

This flexibility doesn’t just make people feel better—it drives performance.Plans stay active longer, and completion rates go up.

One client told us:

“We’ve been able to increase the number of accounts managed per agent, effectively lowering our overall cost of collection. By enabling consumers to enter their own payment information directly into the portal, we’ve also reduced agent workload, improved data accuracy, and strengthened our PCI compliance and data security posture. Consumers manage their own—and we focus on building rapport and solving edge cases.”

Empowering consumers creates mutual wins. Your business collects more, and they feel respected and in control.

3. No More “Phone Tag”—Just One Call to Do It All

In legacy systems, one call usually means one issue. If a consumer needs to sign a form, and set up a payment plan, they’re often transferred between departments or asked to call back.

Divinity makes that obsolete.

Thanks to our all-in-one infrastructure, agents can:

• Collect e-signatures live on the call

• Generate and send payment plan terms instantly

• Complete setup, approval, and documentation in one seamless workflow

We call it the “Do It All in One Call” experience. It’s more than a time-saver—it’s a trust builder.

People are far more likely to follow through when they leave that first call feeling:

Heard

Helped

Done

4. Security That Builds Cofidence

One of the biggest concerns in financial communication is security. Today’s consumers are increasingly cautious about phishing scams, fake links, and identity theft. And rightfully so.

That’s why Divinity’s architecture is designed with hybrid-cloud security:

• Sensitive data stays protected on-premise or in client-controlled servers

• All transactions are encrypted, logged, and auditable

This behind-the-scenes rigor lets you provide a modern, digital-first experience without compromising compliance or trust. Consumers get the ease of technology with the peace of mind of bank-grade security.

5. The Numbers Don’t Lie

Let’s get into the metrics. Across our client base, we consistently see:

• 20%+ increase in self-service payments

• Up to 60% reduction in call handle time

• Dramatically improved NPS and customer satisfaction scores

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These aren't just KPIs—they're proof that compassionate tech works.

We’ve even had clients report lower employee turnover. When agents aren’t bogged down in manual processes or dealing with frustrated callers, they enjoy their work more—and it shows in every interaction.

Final Thoughts: It’s Time to Expect More

Consumers today expect everything—from food delivery to banking—to be easy, intuitive, and personal. Why should resolving a debt feel like stepping back into 1997?

At Divinity Software, we believe that collections can be kind, convenient, and effective—all at once. And when our clients embrace that mindset, their consumers don’t just pay. They participate, they trust, and sometimes—they even say thank you.

It’s not a dream. It’s happening every day.

Let’s rehumanize receivables—together.