BNP Paribas Bank in Poland Improves Customer Contact and Collections
Performance Using FICO Adeptra Mobile Services
MUNICH, May 30, 2013
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
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^™.
For FICO news and media resources, visit www.fico.com/news.
Statement Concerning Forward-Looking Information
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.
FICO, Adeptra and "Make every decision count" are trademarks or registered
trademarks of Fair Isaac Corporation in the US and other countries.
Contact: Media: Irina Babicheva for FICO, Catalysis, +44 (0)20 7759 2022,
firstname.lastname@example.org, or Investors/Analysts, Steven Weber, FICO,
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