Customer arrearage payment reminding method and device

Abstract

The invention relates to the technical field of communication operation, and particularly provides a customer arrearage payment reminding method and device, and the method comprises the following steps: S1, defining a payment reminding strategy based on the actual service current situation of an operator; s2, in combination with a service support system of an operator, perfecting execution actions of the system; s3, defining an arrearage payment reminding rule; s4, defining a timed task executed by the payment reminding action; s5, intervening bad users in advance; s6, setting a committed repayment function; s7, setting an installment payment function; s8, statistical analysis of arrearage records is carried out; and S9, based on an automation function, batch import of arrearage user data is provided. Compared with the prior art, the debt recovery rate can be improved, the payment reminding cost can be reduced, the user relationship can be maintained, and the financial health and sustainable development of operators can be guaranteed.

Description

Technical Field

[0001] The present invention relates to the field of communication operation technology, and specifically provides a method and device for urging customers to pay their overdue fees. Background Art

[0002] In today's increasingly competitive communications industry, operators not only need to continuously improve service quality and user experience, but also need to ensure their own financial health and sustainable development. However, the problem of arrears of postpaid users has always been a major problem that has troubled operators. With the popularization of communication services and the increase in the number of users, the problem of arrears has become more complex and diverse. The reasons for arrears for different user groups vary, including financial difficulties, low willingness to pay, bill disputes, etc. The problem of arrears not only directly affects the cash flow and revenue of operators, but may also lead to a waste of service resources and a decline in user experience.

[0003] The traditional collection method for overdue payments mainly relies on the operator's internal customer service team to remind users to pay their outstanding payments through text messages, phone calls, emails, etc. However, with the increase in the number of users in arrears and the accumulation of outstanding payments, the efficiency and effectiveness of traditional collection methods are gradually challenged. Operators need to invest a lot of manpower, material resources and time to deal with arrears, the collection cost is high, and the effect is not satisfactory. In particular, for users who have been in arrears for a long time, conventional collection methods are often difficult to work. In this context, efficient and professional collection methods are very necessary. Summary of the invention

[0004] The present invention aims at the above-mentioned deficiencies of the prior art and provides a highly practical method for urging customers to pay their outstanding fees.

[0005] A further technical task of the present invention is to provide a device for urging customers to pay their outstanding bills that is reasonably designed, safe and applicable.

[0006] The technical solution adopted by the present invention to solve its technical problem is:

[0007] A method for urging customers to pay their outstanding fees comprises the following steps:

[0008] S1. Define collection strategies based on the actual business status of the operator;

[0009] S2. Combine with the operator's business support system to improve the system's execution actions;

[0010] S3. Define the rules for collecting overdue payments;

[0011] S4. Define the scheduled tasks for the collection action execution;

[0012] S5. Early intervention of bad users;

[0013] S6. Set up the promised repayment function;

[0014] S7. Set up the installment payment function;

[0015] S8. Statistical analysis of arrears records

[0016] S9. Based on the automation function, it provides batch import of overdue user data.

[0017] Furthermore, in step S1, the amount of the outstanding payment, the length of time after the payment is overdue, and the method of handling the overdue payment are classified in combination with the conventional practices of the operator;

[0018] In step S2, the collection execution actions are as follows:

[0019] (1) Send SMS or email via SMS and email gateway;

[0020] (2) Integrate the network service activation system to define and implement single stop, double stop and account cancellation network actions;

[0021] (3) Integrate the work order systems of the third-party collection companies and issue collection work orders to the collection companies for offline collection processing;

[0022] (4) Synchronize bad credit records to relevant institutional systems;

[0023] After having the ability to execute the above collection actions, define the actions in the system interface and configure the relevant parameters for integration.

[0024] Furthermore, in step S3, based on the arrears processing and collection strategy defined by the user in step S1, corresponding collection rules are configured in the system interface. The configuration capability of such rules belongs to the general capability of IT systems, and the orders are displayed based on the order of the distance to the latest repayment date.

[0025] Configure different collection actions based on different date conditions, different arrears conditions, and other information conditions about customers, users, and accounts.

[0026] Furthermore, in step S4, the scheduled tasks are performed in the following logical order:

[0027] (1) Acquisition and storage of billing and arrears data, extracting information on arrears users, arrears amounts, and the latest repayment date, and storing them in the database for processing;

[0028] The task cycle is combined with the operator's actual billing period type to ensure that the scheduled task can be executed to obtain the data of users in arrears after each bill is issued;

[0029] (2) Preprocessing of overdue payment data and generating collection reminder instances;

[0030] According to the accumulated arrears data, the collection rules are matched. When the overdue payment date has not yet arrived, SMS and email reminders are sent. After the overdue date, regular reminders are sent and corresponding collection actions are performed, and finally generated into the collection instance table;

[0031] The information stored in the collection instance is as follows:

[0032] Collection account, collection customer, collection action type, collection execution time and execution status;

[0033] (3) Execute the arrears action and the collection action execution task, scan the data in the collection instance table, call different collection components according to different collection actions, and execute the actual collection action;

[0034] (4) Extraction of bad credit records;

[0035] Based on the overdue payment data of the cancelled users and the preset credit record configuration rules, the customer's overdue payment record is synchronized to the IT system of the relevant institution.

[0036] Furthermore, in step S5, big data analysis and artificial intelligence technology are used to conduct in-depth analysis of the user's consumption behavior data and historical arrears records to establish a user portrait and credit scoring model;

[0037] In step S6, for users who have not yet made repayment intention within 20 days of the due date, the customer representative will intervene in advance when analyzing and summarizing the arrears data, communicate with the customer and provide the customer with a more flexible repayment plan;

[0038] If the customer still has not repaid the loan after 20 days, the planned action will continue.

[0039] Furthermore, in step S7, the customer representative allows the customer to make installment payments based on the customer's historical arrears, and allows the user to make partial repayments at present. When making partial repayments, collection is carried out according to the current installment payment plan. If the installment payment plan is not fully executed, the customer representative resumes the established collection action.

[0040] Furthermore, in step S8, the overdue payment data is comprehensively analyzed and summarized from different angles, such as customer dimension, business dimension, package dimension and credit dimension, to locate the behavior and characteristics of overdue payment users, improve the business rules according to such characteristics, and thus reversely adjust the business rules through the analysis of the overdue payment data.

[0041] Furthermore, in step S9, with the help of the automation function, the relevant collection actions are executed. For a certain batch of specific users, a single suspension or double suspension is required, and the data is imported in batches. The overdue time of the batch users is manually set in combination with the configured collection rules. After the data is imported, the single suspension or double suspension action is automatically executed, and this batch of users will be suspended individually.

[0042] A device for collecting overdue payments from customers, comprising: at least one memory and at least one processor;

[0043] The at least one memory is used to store a machine-readable program;

[0044] The at least one processor is used to call the machine-readable program to execute a method for urging customers to pay overdue fees.

[0045] Compared with the prior art, the method and device for urging customers to pay their outstanding fees have the following outstanding beneficial effects:

[0046] The present invention comprehensively combs through the background and current status of the operator's business, analyzes and classifies different arrears scenarios, and applies different arrears processing and collection actions to improve the arrears recovery rate, reduce collection costs, maintain user relationships, and ensure the financial health and sustainable development of the operator. BRIEF DESCRIPTION OF THE DRAWINGS

[0047] In order to more clearly illustrate the embodiments of the present invention or the technical solutions in the prior art, the drawings required for use in the embodiments or the description of the prior art will be briefly introduced below. Obviously, the drawings described below are some embodiments of the present invention. For ordinary technicians in this field, other drawings can be obtained based on these drawings without paying creative work.

[0048] Attached Figure 1 It is a schematic diagram of the execution of the collection action in the method of collecting overdue payments from customers;

[0049] Attached Figure 2 The present invention is a flowchart of batch importing the data of overdue users in a method of urging customers to pay overdue fees. DETAILED DESCRIPTION

[0050] In order to enable those skilled in the art to better understand the solution of the present invention, the present invention is further described in detail below in conjunction with specific implementation methods. Obviously, the described embodiments are only part of the embodiments of the present invention, rather than all of the embodiments. Based on the embodiments of the present invention, all other embodiments obtained by ordinary technicians in this field without creative work are within the scope of protection of the present invention.

[0051] A best embodiment is given below:

[0052] A method for urging customers to pay their outstanding fees in this embodiment includes the following steps:

[0053] S1. Define collection strategies based on the actual business status of the operator;

[0054] That is, how much is the amount of overdue payment, how long is the overdue payment and what kind of treatment is taken, combined with the conventional practices of mainstream operators, it is classified as follows:

[0055]

[0056]

[0057] S2. Combine with the operator's business support system to improve the system's execution actions;

[0058] like Figure 1 As shown, the collection execution action capabilities are as follows:

[0059] (1) Send SMS or email via SMS and email gateway;

[0060] (2) Integrate the network service activation system to define and implement single stop, double stop and account cancellation network actions;

[0061] (3) Integrate the work order systems of the third-party collection companies and issue collection work orders to the collection companies for offline collection processing;

[0062] (4) Synchronize bad credit records to relevant institutional systems;

[0063] After having the ability to execute the above collection actions, define the actions in the system interface and configure the relevant parameters for integration.

[0064] S3. Define the rules for collecting overdue payments;

[0065] Based on the arrears handling and collection strategy defined by the user in step S4, the corresponding collection rules are configured in the system interface. The configuration capability of such rules belongs to the general capability of IT systems, and can be sorted and displayed based on the order of the latest repayment date. Different collection actions can be configured based on different date conditions, different arrears conditions, and other information conditions about customers, users, accounts, etc.

[0066] S4. Define the scheduled tasks for the collection action execution;

[0067] The scheduled tasks are in the following logical order:

[0068] (1) Acquisition and storage of billing and arrears data, extracting information on arrears users, arrears amounts, and the latest repayment date, and storing them in the database for processing;

[0069] The task cycle is combined with the operator's actual billing period type to ensure that the scheduled task can be executed to obtain the data of users in arrears after each bill is issued;

[0070] (2) Preprocessing of overdue payment data and generating collection reminder instances;

[0071] According to the accumulated arrears data, the collection rules are matched. When the overdue payment date has not yet arrived, SMS and email reminders are sent. After the overdue date, regular reminders are sent and corresponding collection actions are performed, and finally generated into the collection instance table;

[0072] The information stored in the collection instance is as follows:

[0073] Collection account, collection customer, collection action type, collection execution time and execution status;

[0074] (3) Execute the arrears action and the collection action execution task, scan the data in the collection instance table, call different collection components according to different collection actions, and execute the actual collection action;

[0075] (4) Extraction of bad credit records;

[0076] Based on the overdue payment data of the cancelled users and the preset credit record configuration rules, the customer's overdue payment record is synchronized to the IT system of the relevant institution.

[0077] S5. Early intervention of bad users;

[0078] Using big data analysis and artificial intelligence technology, we conduct in-depth analysis of users' consumption behavior data and historical arrears records to establish user portraits and credit scoring models. These models can help operators more accurately identify high-risk users and predict users' willingness and ability to repay, thereby formulating personalized collection strategies.

[0079] For example, preventive measures can be taken in advance for high-risk users, such as sending reminder notifications before bills are due or offering flexible repayment options.

[0080] S6. Set up the promised repayment function;

[0081] For users who are overdue for 20 days and have no intention to repay, the customer representative can intervene in advance when analyzing and summarizing the arrears data, communicate with the customer and provide the customer with a more flexible repayment plan.

[0082] If after communicating with the customer, the customer promises to pay within 20 days, a repayment plan can be set for the customer's overdue data after 20 days, and the system will no longer shut down and remind according to the established rules. If the customer still does not repay after 20 days, the established action will continue.

[0083] S7. Set up the installment payment function;

[0084] With the promised repayment function, the customer representative allows the customer to make installment payments based on the customer's historical arrears, and allows the user to make partial repayments at the moment. When making partial repayments, collection will be levied based on the current installment payment plan. If the installment payment plan is not fully executed, the customer representative will resume the established collection action.

[0085] S8. Statistical analysis of arrears records;

[0086] From different angles such as customer dimension, business dimension, package dimension and credit dimension, we conduct overall analysis and summary of the overdue payment data, accurately locate the behavior and characteristics of overdue payment users, improve business rules based on such characteristics, and thus reversely adjust business rules through analysis of overdue payment data.

[0087] For example, customers with low credit ratings have to deposit more money, users who frequently default on payments do not enjoy discounts or offers when purchasing related services, etc. We optimize business rules in this direction to avoid overdue payments and bad debts.

[0088] S9. Based on the automated function, it provides batch import of overdue user data;

[0089] like Figure 2 As shown, for a certain group of specific users, you need to suspend them either single-time or double-time. You can import data in batches and manually set the overdue time of batch users in combination with the configured collection rules. After the data is imported, the single-time or double-time suspension action will be automatically executed, and this batch of users will be suspended single-time.

[0090] Based on the above method, a device for urging customers to pay their outstanding fees in this embodiment includes: at least one memory and at least one processor;

[0091] The at least one memory is used to store a machine-readable program;

[0092] The at least one processor is used to call the machine-readable program to execute a method for urging customers to pay overdue fees.

[0093] The above-mentioned specific implementations are only specific cases of the present invention. The patent protection scope of the present invention includes but is not limited to the above-mentioned specific implementations. Any technical solutions that conform to the above-mentioned specific implementations of the present invention and any appropriate changes or substitutions made by ordinary technicians in the relevant technical field shall fall within the patent protection scope of the present invention.

[0094] Although embodiments of the present invention have been shown and described, it will be appreciated by those skilled in the art that various changes, modifications, substitutions and variations may be made to the embodiments without departing from the principles and spirit of the present invention, and that the scope of the present invention is defined by the appended claims and their equivalents.

Claims

1. A method for urging customers to pay their outstanding fees, characterized in that: The steps are as follows: S1. Define collection strategies based on the actual business status of the operator; S2. Combine with the operator's business support system to improve the system's execution actions; S3. Define the rules for collecting overdue payments; S4. Define the scheduled tasks for the collection action execution; S5. Early intervention of bad users; S6. Set up the promised repayment function; S7. Set up the installment payment function; S8. Statistical analysis of arrears records S9. Based on the automation function, it provides batch import of overdue user data.

2. A method for collecting overdue payments from customers according to claim 1, characterized in that: In step S1, the amount of outstanding fees, the length of time after the overdue payment and the method of handling are classified in combination with the conventional practices of the operator; In step S2, the collection execution actions are as follows: (1) Send SMS or email via SMS and email gateway; (2) Integrate the network service activation system to define and implement single stop, double stop and account cancellation network actions; (3) Integrate the work order systems of the third-party collection companies and issue collection work orders to the collection companies for offline collection processing; (4) Synchronize bad credit records to relevant institutional systems; After having the ability to execute the above collection actions, define the actions in the system interface and configure the relevant parameters for integration.

3. A method for collecting overdue payments from customers according to claim 2, characterized in that: In step S3, based on the arrears processing and collection strategy defined by the user in step S1, the corresponding collection rules are configured in the system interface. The configuration capability of such rules belongs to the general capability of IT systems, and the orders are displayed based on the order of the distance to the latest repayment date; Configure different collection actions based on different date conditions, different arrears conditions, and other information conditions about customers, users, and accounts.

4. A method for collecting overdue payments from customers according to claim 3, characterized in that: In step S4, the scheduled tasks are as follows in logical order: (1) Acquisition and storage of billing and arrears data, extracting information on arrears users, arrears amounts, and the latest repayment date, and storing them in the database for processing; The task cycle is combined with the operator's actual billing period type to ensure that the scheduled task can be executed to obtain the data of users in arrears after each bill is issued; (2) Preprocessing of overdue payment data and generating collection reminder instances; According to the accumulated arrears data, the collection rules are matched. When the overdue payment date has not yet arrived, SMS and email reminders are sent. After the overdue date, regular reminders are sent and corresponding collection actions are performed, and finally generated into the collection instance table; The information stored in the collection instance is as follows: Collection account, collection customer, collection action type, collection execution time and execution status; (3) Execute the arrears action and the collection action execution task, scan the data in the collection instance table, call different collection components according to different collection actions, and execute the actual collection action; (4) Extraction of bad credit records; Based on the overdue payment data of the cancelled users and the preset credit record configuration rules, the customer's overdue payment record is synchronized to the IT system of the relevant institution.

5. A method for collecting overdue payments from customers according to claim 4, characterized in that: In step S5, big data analysis and artificial intelligence technology are used to conduct in-depth analysis of the user's consumption behavior data and historical arrears records, and establish a user profile and credit scoring model; In step S6, for users who have not yet made repayment intention within 20 days of the due date, the customer representative will intervene in advance when analyzing and summarizing the arrears data, communicate with the customer and provide the customer with a more flexible repayment plan; If the customer still has not repaid the loan after 20 days, the planned action will continue.

6. A method for urging customers to pay their outstanding bills according to claim 5, characterized in that: In step S7, the customer representative allows the customer to make installment payments based on the customer's historical arrears, and allows the user to make partial repayments at present. When making partial repayments, collection is carried out according to the current installment payment plan. If the installment payment plan is not fully executed, the customer representative resumes the established collection action.

7. A method for collecting overdue payments from customers according to claim 6, characterized in that: In step S8, the overdue payment data is comprehensively analyzed and summarized from different angles, including customer dimension, business dimension, package dimension and credit dimension, to locate the behavior and characteristics of overdue payment users, improve business rules based on such characteristics, and thus reversely adjust business rules through analysis of overdue payment data.

8. A method for collecting overdue payments from customers according to claim 7, characterized in that: In step S9, with the help of the automation function, the relevant collection actions are executed. For a certain group of specific users, a single suspension or double suspension is required. The data is imported in batches, and the overdue time of the batch users is manually set in combination with the configured collection rules. After the data is imported, the single suspension or double suspension action is automatically executed, and this batch of users will be suspended individually.

9. A device for urging customers to pay their outstanding bills, characterized in that: include: at least one memory and at least one processor; The at least one memory is used to store a machine-readable program; The at least one processor is configured to call the machine-readable program to execute the method according to any one of claims 1 to 8.

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