Financial inclusion doesn’t end where credit begins
A missed payment doesn’t explain the circumstances behind it.
C&R Software helps bring these circumstances into view, connect customers with appropriate support, and give teams a clear route to resolution.
The payment journey is part of financial inclusion
Financial services can be accessible at application and difficult to navigate when something goes wrong.
Income may arrive later than expected. A customer may struggle to reach a branch, complete a digital task, or explain a change in circumstances. If the account process sees only an overdue balance, it can miss information needed for an appropriate response.
This is why collections belongs in the inclusion conversation. It’s where lenders decide how to respond to payment difficulty, which support routes are available, and whether the customer’s circumstances influence the next action.
Challenge
Understand what sits behind the missed payment
Give teams access to relevant payment history, previous conversations, commitments, and unresolved requests. Capture what’s changed and make it available to the people authorized to decide the next step.
Challenge
Match the process to the customer’s circumstances
Define treatment options and review routes appropriate to your products and customers. Where policy permits, help teams assess whether the customer needs a different contact approach, an arrangement review, or specialist assistance.
Challenge
Turn the conversation into action
Connect customer facing teams, specialist reviewers, and collections operations. Record the outcome, assign the next action, and make approved decisions visible where they need to take effect.
Flexible deployment
Rules based decisioning
Built for configuration, not customization
Role based access
End-to-end collections and recovery
Open architecture
Controlled change
Reporting and dashboards
Policy and compliance controls
Customer communications
Plan around your infrastructure, security policies, and operating responsibilities.
- Features that deliver
Flexible deployment
Plan around your infrastructure, security policies, and operating responsibilities.
- Features that deliver
Rules based decisioning
Apply approved rules to relevant account information and define when a decision requires review.
- Features that deliver
Built for configuration, not customization
Adapt supported rules, workflows, and user experiences to your products and processes.
- Features that deliver
Role based access
Give users access to the information and actions appropriate to their responsibilities.
- Features that deliver
End-to-end collections and recovery
Coordinate routine account treatment, specialist cases, and recovery work within a connected process.
- Features that deliver
Open architecture
Connect with applications holding customer, account, and payment information.
- Features that deliver
Controlled change
Manage configuration changes through defined ownership, testing, and approval before they reach live accounts.
- Features that deliver
Reporting and dashboards
Review account activity, outstanding work, and operational performance to identify where investigation is needed.
- Features that deliver
Policy and compliance controls
Apply configured permissions, rules, and workflows to support your policies and applicable obligations.
- Features that deliver
Customer communications
Coordinate communications through connected channels and reflect relevant changes in account status and customer activity.
Build lasting customer relationships
Reaching underserved customers takes more than opening accounts. It means building trust, making services easier to use, and supporting customers throughout repayment.
Explore the guide for a closer look at the barriers to participation and how tailored communication and payment support helps lenders make a difference.
Proven results
“Smarter segmentation, better results. Take the eLearning classes, that made a difference for our team.”
“It's not a dramatic boost, but it's a trend that keeps going up. Our conversion rates are proof positive.”
“Automated workflows free up our team to focus on strategy, not paperwork.”
Check out what else we offer
FitLogic
Turn policy into decision flows
Build, test, and manage supported decision rules across the credit lifecycle. Establish where automation fits and where review or approval is needed.
Debt Manager
Coordinate collections and recovery
Manage account treatment, work queues, and specialist processes through configurable workflows. Connect activity across the teams and systems responsible for resolution.
FitComms
For Debt Manager
Coordinate customer communications
Support relevant messages across connected channels. Align communication activity with account information and the next action in the customer journey.
FitLogic
Turn policy into decision flows
Build, test, and manage supported decision rules across the credit lifecycle. Establish where automation fits and where review or approval is needed.
Debt Manager
Coordinate collections and recovery
Manage account treatment, work queues, and specialist processes through configurable workflows. Connect activity across the teams and systems responsible for resolution.
FitComms
For Debt Manager
Coordinate customer communications
Support relevant messages across connected channels. Align communication activity with account information and the next action in the customer journey.
Designed for how customers earn and pay
Regular repayment schedules don’t mean every customer receives regular income.
A farmer may be waiting for a harvest. A trader may be waiting for a market day. A household may be managing an unexpected interruption to earnings. The account needs attention, but the overdue status alone doesn’t explain which response is appropriate.
Identify where earning patterns, payment access, or changing circumstances matter across your portfolios. Establish what information is relevant, who can assess it, and which options are available under your policies.
Don’t substitute an assumption about a customer group for an assessment of the individual account.
Keep people in the process where judgment is needed
Routine tasks can follow approved rules. A disputed balance or changed financial circumstances may need a person with the right authority.
Make that route easy to identify. Give the receiving team enough information to act, and keep responsibility clear while the customer waits.
Capturing a request is a beginning. Resolution requires a decision, communication, and follow-through.
Support local requirements without losing coordination
Customer needs, products, and legal requirements differ between markets.
Define which processes can be shared and which need local rules, permissions, communications, or specialist handling. Have the appropriate teams review these requirements before implementation.
Use a common foundation where it fits without assuming every customer needs the same journey.
- 62countries with active clients
- $8 trillion+managed worldwide
Explore financial inclusion in different operating environments
Why collections software matters for African banks
Originations and collections are two sides of the same coin.
Banking the unbanked in Latin America
Overcoming access barriers to establish sustainable market growth.
Asia’s bold advance in inclusive finance
Operationalizing efficiencies and keeping customer experience at the center.
Responsible digital lending in Malaysia
Financial innovation and strong governance aren’t opposing forces.
Frequently asked questions
Access is only the beginning of a financial relationship. When payment becomes difficult, collections shapes how the lender responds, whether relevant circumstances are considered, and how customers reach available support.
Financial services need to work under the conditions in which people earn, repay, and recover from financial pressure. Collections is one place where this fit is tested.
No. The aim is to make informed treatment decisions, not assume every overdue account should receive more lenient treatment.
Software can help teams access relevant information, apply approved rules, route cases, monitor commitments, and record outcomes.