Your collections process is costing you more than money; it’s costing you consumers. Every delayed payment, every missed call, every frustrated consumer represents a failure that ripples through your institution. 

You’re stuck in a choice: You push harder and risk damaging relationships, or pull back and watch delinquency rates climb.

But here’s what most institutions miss: collections isn’t just about recovering payments. It’s about protecting relationships at their most vulnerable moment. When a member falls behind, your response defines whether they see you as a partner or just another creditor.

Eltropy Collections & Payments platform transforms collections from a necessary evil into a relationship-building opportunity, making it effortless for consumers to pay while simplifying operations, slashing costs, and building loyalty through the entire journey.

Read on to discover how Eltropy transforms your most critical collections’ KPIs from an operational burden into your strongest advantage.

Cost to Collect

Cut costs without cutting corners.

Cost to Collect measures the total expense incurred to recover a delinquent account, including staff time, technology costs, and operational overhead.

Your collections team spends hours making calls and chasing down consumers to get payments. Every call, every follow-up, every extra minute of staff time adds up, and traditional collections methods only make it worse. More agents, more phone lines, and more infrastructure quickly become unsustainable.

Eltropy changes the game.

• Lower Outreach Expenses: 1:Many texting lets agents reach multiple consumers at once, reducing labor costs per account and enabling your team to recover more with less effort.
• Cut Administrative Overhead: Automated reminders, self-serve portals, and direct payment links minimize manual follow-ups, paperwork, and back-office effort, lowering operational expenses.
• Reduce Transaction Costs: Our integrated payment platform combines self-serve portals, digital wallets, and real-time analytics on one platform to eliminate vendor chaos, cut transaction fees, and simplify payments, directly lowering cost per collected account.

Customer Satisfaction (CSAT)

Collections that don’t feel like cold payment requests.

Customer Satisfaction (CSAT) measures how satisfied consumers are with the collections process.

Scripted collection calls feel impersonal and intrusive. What should be a simple payment conversation becomes stressful and uncomfortable, damaging the consumer relationship at a vulnerable moment

Eltropy changes the game.

• Personalized Interactions: Two-way texting and personalized reminders create a respectful, supportive communication channel. Consumers can ask questions, request payment plans, and engage on their own terms, making collections feel helpful and dignified.

• Faster, Smoother Payments: Secure payment links empower consumers to settle accounts quickly and conveniently, on their own schedule, reducing friction and frustration.
• 24/7 Availability: AI handles routine queries at any time, escalating complex issues to live agents when needed, ensuring consumers always get help when they need it.

Delinquency Rate

Catch it early, fix it faster.

Delinquency Rate measures the percentage of loans that are past due or delinquent.

Your consumers aren’t deliberately falling behind. They’re busy, overwhelmed, and sometimes facing genuine financial hardship. A forgotten due date becomes 30 days past due. Embarrassment delays that difficult phone call. Small oversights snowball into serious delinquencies.

Eltropy changes the game.

• Proactive Outreach: Automated, timely text reminders alert consumers to upcoming due dates, encouraging on-time payments and offering flexible payment options before accounts become delinquent.
• Instant, Convenient Payments: Secure payment links and self-serve portals let consumers pay immediately, reducing friction and accelerating collections.
• Multiple Payment Options: Eltropy Payments supports digital wallets, agent-assisted payments, and real-time processing, giving consumers the freedom to pay how and when they prefer.
• Retention Rate

Better outcomes lead to loyal consumers.

Retention Rate is a critical metric that indicates the percentage of consumers who remain with the institution after a delinquency is resolved.

When delinquencies aren’t handled smoothly – whether through intrusive calls, long wait times for support, or confusing payment processes – it erodes consumer trust. They are less likely to stay with a credit union that makes them feel ignored or frustrated, prompting them to seek alternatives, ultimately affecting the retention rates.

Eltropy’s Solution

• Positive Collections Experience: Replace stressful calls with personalized, non-intrusive text alerts that make consumers feel respected, supported, and in control, reducing frustration and increasing the likelihood they stay.
• Frictionless Payments: Secure, self-serve payment links let consumers resolve accounts quickly and conveniently, transforming a potentially negative moment into a positive interaction.
• Relationship Building: Consistent, empathetic communication transforms collections into an opportunity to strengthen consumer relationships rather than strain them.
  

The Real Cost of Doing Nothing

Your collections process isn’t neutral; it’s either building relationships or destroying them. Every scripted call, every impersonal reminder, every friction-filled payment experience is a choice. 

And your consumers are keeping score.

If you do nothing, the cost is high: Frustrated consumers, rising delinquency, lower retention, and lost trust. But, with the Eltropy Collections & Payments Platform, you can flip the script –  Personalized communication, effortless payments, and proactive outreach turn moments of vulnerability into opportunities for connection.

Your consumers are already texting, paying digitally, and expecting 24/7 support in every part of their lives. Your collections process should meet them there. When you combine empathy, convenience, and respect, you do more than collect payments, you build loyalty, trust, and long-term relationships that reinforce your institution’s success.

Eltropy transforms collections from a necessary burden into a strategic advantage, where every KPI becomes a story of efficiency, connection, and growth. Ready to see the difference? Talk to our experts today.