RevCycle had three goals: collect aging accounts faster, improve liquidation rates and reduce time to collect, all without increasing headcount. With agent hiring costs rising, the answer had to come from using existing agent time better and from an omnichannel, self-serve experience that reached consumers on their preferred channel at their preferred time.

• $3.1M additional payments collected annually
• 41% increase in payments across the optimized portfolio
• 9.5% improvement in fees per hour

The challenge

RevCycle segmented accounts into categories, but every account within a segment received the same outreach frequency and messaging. Static, rule-based strategies meant:

• Agents were overwhelmed with low-yield accounts.
• High-value accounts weren't getting the focused attention they deserved.
• Low-probability accounts consumed the same resources as high-potential ones.
• Agent time and outreach spend weren't allocated by actual recovery potential.

Solving this meant answering two questions for every account: which channel (voice, SMS or email) works best, and does the account need a human agent or automated self-serve?

The solution

proCollect focused on the metric that drives revenue, fees collected per hour of agent time, rather than surface measures like connect rates or call volume. It analyzes every account daily and recommends the best next contact, powered by three core capabilities:

• Multi-modal AI models that combine voice sentiment, digital engagement, payment history, demographics and credit data to predict intent to pay and probability of recovery.
• Real-time feedback loops that keep refining those predictions as consumers respond.
• AI-powered template personalization, with more than 250 templates matched to account profiles, delinquency stages and consumer personas.

Together these enabled dynamic account prioritization, channel-affinity outreach, personalized messaging and continuous refinement.

The results

proCollect helped RevCycle meet all three of its objectives: reduced inventory, better liquidation rates and faster time to collect, without adding headcount.

• $3.1M in additional payments collected annually
• 41% increase in payments across the optimized portfolio
• 9.5% improvement in fees per hour, a better use of agent time

“Prodigal helped us become truly omnichannel by intelligently optimizing our mix of voice, SMS, email and letter communications. In just the first 60 days of using their solution, we saw a material improvement in our payments and collections performance each day.”
Don Strobel, COO, RevCycle

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