FFAM set out to grow revenue through digital channels. The obstacle was simple to describe and hard to solve: mass outreach with generic content often never reached the inbox.

• 15% rise in payments
• 20% increase in portal engagement

The challenge

FFAM saw an opportunity to personalize its digital collections program across content, timing and the customer behaviors that should trigger outreach. Deliverability came first. Generic email blasts were landing in spam folders, so even good messages went unseen.

The solution

proCollect gave FFAM an AI-driven engine that analyzes customer behavior, preferences and timing, then tailors outreach on every dimension, from subject lines to send time.

• Staggered, targeted sends replaced mass email blasts, keeping messages clear of spam blocks.
• Communications responded to customer actions, such as web portal activity or phone inquiries.
• Content, timing and channel were chosen for each account rather than for the whole file.

The outcome

In a test on a subset of accounts, proCollect delivered a 20% lift in engagement and a 15% rise in payments compared with the control group. Messages reached customers at the right time, on the right channel, with the right content.

“Prodigal helped us unlock the potential of our digital collections by implementing personalization at scale. Their data-driven approach allowed us to optimize outreach with the right channel, right time, and the right message for each account. This transformation improved consumer engagement and drove a 15% increase in payments.”
Paul Allen, COO, FFAM

Download the original case study (PDF)