Sending payment reminders

This demonstration shows you how to configure a payment reminder in Pega Collections™.

U+Bank, a retail bank, wants to start sending automated payment reminders to customers who have not paid their bill within three days before the due date. U+ wants Pega Collections to deliver the reminders to the customers by email or SMS.

To implement this business requirement, log in to Pega Customer Decision Hub™ as a Decisioning Architect. You can create a new payment reminder Action by using the Next-Best-Action Designer. To do so, click Next-Best-Action > Designer.

In Next-Best-Action Designer, click the Engagement policy tab. Select the Pre collection business group, and then click Edit. Expand the Account Actions section. In the Actions section, click More > Create Action. Enter the name of the Action, Early reminder 3D. Click Create and open.

Enter the Description of the Action and provide a unique Key code to track it with.

Next, specify the conditions under which you want the Customer Decision Hub to send the reminders to the customers. Click the Engagement policy tab. In the Eligibility section, click Add criteria. Now, configure the following requirement: Account due date is equal to next 3 days.

With the eligibility requirements configured, add the treatments that are associated with the reminder to the newly created Action: email and SMS. Click the Treatments tab and then click Add channel > Email. In the Configure Email Treatment dialog box, next to the Payment reminder email 3D treatment. Click Add and thenclick Apply. Next, add the SMS treatment to the Action.

Now, configure the Action flow that is associated with the Early reminder 3D Action. The flow needs to use the WhichChannel decision table to determine through which of the two available channels, email or SMS, Customer Decision Hub contacts a given customer. The decision table allows Customer Decision Hub to use propensity associated with each channel to choose the most effective one.

Click the Flow tab, and then right-click the canvas to select Add > Decision. Double-click the decision shape and rename the decision to Determine channel. In the Details section, in the Type list, select Decision table. In the Rule field, enter WhichChannel. Click Submit.

Back on the Flow tab, right-click the canvas and add one Send Email shape and one Send SMS shape to the Action flow. Delete the unnecessary connectors from the decision shape and leave only Email and SMS. Complete the action flow by attaching the Email and SMS connectors to the respective shapes. Also, link the decision shape to the End shape with an Else type connector.

Finally, click Save and log out of the Customer Decision Hub.

With the new payment reminder created and configured, all eligible customers receive notifications by email or by SMS about the need to make payments three days before they are due.

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