POM nominated for Credit Management Innovation Award

The challenge of traditional credit management

For years, credit management has been dominated by a “one size fits all” approach. Reminders were sent in bulk, often via one fixed channel, regardless of the customer's specific situation or behavior. This approach led to inefficiency, high costs and, in many cases, worsened customer relationships. Companies saw a decline in payment ratios and had to devote unnecessary resources to manual processes and external escalations.

The market called for a more effective, smarter and, above all, more personal approach. Both clients and customers wanted a process that took into account individual needs and circumstances. With the rapid developments in AI in credit management and machine learning this finally became a reality.

The nominated solution: Personalized contact via machine learning

At POM, we have developed an advanced Machine Learning model that addresses these challenges. Our technology analyses real-time data and historical customer behavior to determine the optimal communication moment, channel, and tone of voice for each outstanding claim. This is not guessing; the system is constantly learning and adapting to the situation. As a result, each contact is fully personalized and increases the chance of timely payment, while maintaining customer satisfaction.

At the heart of our nominated solution is a machine learning algorithm that combines various data points to determine the ideal strategy. This includes:

• Optimal communication moments: The system predicts the best time to get in touch, based on the customer's previous interactions and their payment behavior.
• Channel preference: By analysing which channel the customer responds best (email, text message or WhatsApp), the system chooses the most effective route.
• The right tone: The model adapts the message to make it as respectful and effective as possible.

This AI credit management solution fully automates routine tasks, allowing employees to focus on complex cases and customers that require personal attention. This leads to a more efficient use of manpower and a higher chance of success with risky claims. It is precisely this innovative approach that has earned us the nomination.

Sustainable results and positive impact

The implementation of our POM AI-module has already produced impressive results in various organizations. The concrete benefits speak for themselves:

• Increased payment ratios: Behavioral communication results in more timely payments.
• Lower operating costs: Reducing unnecessary reminders and external escalations leads to significant cost savings.
• More effective use of resources: Employees can use their expertise where it's most needed instead of wasting time on routine tasks.
• Improved customer relationships: Through respectful and personalized communication, customers feel understood and valued, which strengthens the relationship.

This positive impact is a direct reflection of our philosophy: financial optimization should never come at the expense of customer relationships. By combining technology and empathy, we ensure a win-win situation for both the organization and the consumer.

A History of Innovation: From the Regulation Bot to the AI Module

Our nomination for the Credit Management Innovation Award feels like a special milestone. It's not the first time we've been in the spotlight. In 2018, when we were still known as Mail to Pay, we already won this prestigious award with our innovative “scheme bot”. This victory showed that we are not afraid to challenge traditional processes with creative, technological solutions.

This year's nomination, for our AI machine learning module, confirms that innovation is in our DNA. We continue to invest in research and development to push the boundaries of credit management. It is proof that, with a healthy dose of courage and a focus on the future, we can continue to shape the industry.

Our nomination is not only a recognition of our hard work, but also a celebration of progress across the sector. The future of credit management lies in the perfect balance between data, A.I and human expertise.

We cordially invite you to explore the possibilities of our AI solution to explore at Credit Expo 2025.