MUNICH, May 30, 2013 /PRNewswire/ -- FICO (NYSE:FICO), a leading predictive analytics and decision management software company, today announced that BNP Paribas Bank Polska has successfully used FICO® Adeptra® Risk Intervention Manager, part of the FICO® Adeptra® Mobile Services Platform, to engage with delinquent customers and improve collections success. By contacting customers using automated calls and SMS over the last year, the bank has increased the number of promises to pay by delinquent customers, while reducing the cost of collections. The FICO Adeptra solution is not only improving collections effectiveness, it is also creating better customer engagement and satisfaction.
BNP Paribas Bank Polska is a member of BNP Paribas, one of the world's largest banking groups. BNP Paribas ranked #30 on Fortune magazine's list of the world's largest companies in 2012, and was named Bank of the Year in 2012 by International Finance Review. BNP Paribas Bank Polska SA is a universal bank, offering savings and investment, as well as credit products to individual customers, and provides corporate customers with business financing solutions for both local and international markets.
"The main problem in collections is the lack of dialogue with customers, which makes it nearly impossible to negotiate debt repayment," said Agnieszka Kunkel, director of the collections department in BNP Paribas Polska SA. "The FICO Adeptra mobile service is an innovative and customized solution that enables us to use all communication channels as part of a very specific strategy assigned to each customer segment. Using the FICO Adeptra managing and reporting tools, we are able to decide which strategy should be applied to whom, and how we will communicate with different customers and segments."
BNP Paribas Bank Polska considered implementing an automated interactive voice response (IVR) system that the bank already owned, but instead chose the FICO Adeptra solution for its greater capabilities. "The IVR did not give us sufficient interactivity — for example, it would not let customers make an automatic promise to pay, which is an important part of our recovery process," said Kunkel. "The FICO Adeptra solution is very flexible. You can adjust the parameters of the message you send to different customers and segments, report the results and analyze the historic data and customers' reactions. It is also very effective — it gives us additional ways to contact customers, and supports our full recovery process, contributing positively to the results. In addition, the system is scalable — we can deliver messages at the same time to any number of customers, without impacting system response times."
The bank has found that improving customer contact has an effect not just on collections results but also on the customer experience. "Many customers do not wish to talk about their unpaid debts directly to an operator/agent," Kunkel said. "With FICO Adeptra mobile services, customers can make a promise to pay automatically and have the option to pay it by debit card. This makes the customer feels much more comfortable — the automatic communication is less stressful and less embarrassing than talking directly to an operator/agent."
BNP Paribas Bank Polska has used the FICO Adeptra solution in the early stage of the debt recovery process for more than a year, using voice and SMS to contact customers on their landline and mobile phones. The bank is now considering using FICO Adeptra mobile solutions to engage customers at other points of the relationship, such as when potential fraud is detected.
"Our long-term analysis clearly shows that improving the timeliness and channel of customer contact has had a positive effect on the number of promise-to-pay declarations and cash collected," Kunkel reported. "This directly translates to improvements in the efficiency of the recovery process and the bank's financial results."
With the FICO® Adeptra® Mobile Services Platform, businesses can communicate with customers instantly using their preferred channel to resolve such important matters as identifying whether a credit transaction is fraudulent, confirming a payment plan, and fixing customer service issues. FICO then feeds this information back to the business's host system in a closed-feedback loop that improves risk management and future communications success. FICO purchased Adeptra in 2012.
FICO (NYSE:FICO), formerly known as Fair Isaac, delivers superior predictive analytics solutions that drive smarter decisions. The company's groundbreaking use of mathematics to predict consumer behavior has transformed entire industries and revolutionized the way risk is managed and products are marketed. FICO's innovative solutions include the industry-leading solutions for measuring credit risk, managing credit accounts, identifying and minimizing the impact of fraud, and customizing consumer offers with pinpoint accuracy. Most of the world's top banks, as well as leading insurers, retailers, pharmaceutical companies and government agencies, rely on FICO solutions to accelerate growth, control risk, boost profits and meet regulatory and competitive demands. Learn more at www.fico.com. FICO: Make every decision count™.
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Except for historical information contained herein, the statements contained in this news release that relate to FICO or its business are forward-looking statements within the meaning of the "safe harbor" provisions of the Private Securities Litigation Reform Act of 1995. These forward-looking statements are subject to risks and uncertainties that may cause actual results to differ materially, including the success of the Company's Decision Management strategy and reengineering plan, the maintenance of its existing relationships and ability to create new relationships with customers and key alliance partners, its ability to continue to develop new and enhanced products and services, its ability to recruit and retain key technical and managerial personnel, competition, regulatory changes applicable to the use of consumer credit and other data, the failure to realize the anticipated benefits of any acquisitions, continuing material adverse developments in global economic conditions, and other risks described from time to time in FICO's SEC reports, including its Annual Report on Form 10-K for the year ended September 30, 2012 and its last quarterly report on Form 10-Q for the period ended March 31, 2013. If any of these risks or uncertainties materializes, FICO's results could differ materially from its expectations. FICO disclaims any intent or obligation to update these forward-looking statements.
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