The Schedule payment plan service request
One of the key differentiators of Pega Collections™ is its ability to use decisioning and analytics to suggest the best payment plans for the customer. When scheduling a payment plan with the Agent Desktop, CSRs can access policy-driven payment plans, add additional features such as fee waivers, and present alternatives such as settlement plans.
By using the Schedule payment plan service request, businesses have a wide range of controls over what offers a CSR can present to customers. For example, a business has a policy stating that if a customer has broken more than x number of promises in y months, the customer is not entitled to any additional payment plans. With Pega Collections you can configure Schedule payment plan to reflect the policy. In this case, the only option that is available to the customer is a Pay Now offer.
Businesses can limit the number of plans that are usable in the service request or decide whether to send a confirmation letter manually or automatically to customers once they make a promise to pay.
Offer policies
The Schedule a payment plan service request can deliver simple policy rules and payment offers and use predictive and adaptive models. When implementing Pega Collections, it is important to understand the level of maturity and sophistication of your business and ensure that the initial project phases are not overly complex. Your business can implement simple and robust designs in the early stages more easily than those that are overly complex. Once your business has achieved a high level of confidence and competency in the use of the application, it is more likely to succeed in implementing additional layers of complexity.
Custom
Collection specialists with specific permissions can create custom payment offers as long as the offers are within a set of guidelines that the business defines.
Promise control parameters
A CSR does not have permission to set a promise for an uncontrolled amount or an uncontrolled time, for example, an offer for USD1 for 20 years. The business has a level of control over what values are acceptable and over what timeframe these offers can be valid. The ability to set these values is role-based, and a supervisor can override these controls and set "out of bounds" payment promises. If the CSR tries to set an "out of bounds" promise, the solution can either route the request to a supervisor for authorization or return an error message.
Note: For information about the functioning of repayment plans, see Configuring payment plans | Pega Academy.
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