A debt collection system for utilities, telecoms and service providers that recover their own receivables. Agents work a daily list of overdue accounts, every call outcome sets the next step, promised payments are checked against the real balance, and accounts that stay unpaid go to a field crew on the same platform.
The problem
Collection agents work from a spreadsheet of overdue accounts. A customer promises to pay on Thursday, the agent writes it in a column, and by Thursday the agent is three hundred calls further down the list. Nobody checks whether the money arrived. Calls that weren’t answered are never tried again, and a wrong number stays wrong.
When calls fail, the account is passed to the field team by email, with none of the history. The crew visits a customer who paid yesterday, or one who was promised a callback that never came.
How it works
The stages, waiting times and messages are set to your own collection policy.
Overdue accounts come in from your billing system or Excel, with the amount owed and the contact number.
Accounts are split evenly across agents, largest balances first, up to a daily number per agent.
The agent sees the account, its balance and its history, makes the call and records the outcome.
A callback, a reminder SMS or a payment check is scheduled from the outcome, with no diary to keep.
An account that broke its promise comes back to the same agent as a final call.
Accounts that pay drop out. The rest become a notice or disconnection task for a field crew.
Call outcomes
The agent picks what happened on the call. The platform does the rest.
The customer gets an SMS with the amount owed, and the account returns to the same agent the next day.
The account reappears in the agent’s list at the date and time the customer asked for.
A reminder SMS goes out the day before. The day after, the balance is checked, and a broken promise brings a final call.
The customer is told by SMS, and a notice or disconnection task is raised for the field crew.
A corrected number is saved to the customer record and called. With no number, the account goes to the field.
The agent uploads the customer’s payment receipt against the account, so the claim can be checked.
Accounts that have paid enough are withdrawn from the call lists automatically, so nobody chases a settled debt.
A list of frozen accounts, such as those with a case in court, is kept out of the call lists.
Every open call with its agent and its stage, with reassignment when someone is away.
What changes
| Spreadsheet and phone | Fieldmaster debt collection | |
|---|---|---|
| Who calls which account | Spreadsheet and phone A list divided by hand each morning. | Fieldmaster debt collection Split evenly by rule, largest balances first. |
| Promises to pay | Spreadsheet and phone A note in a column. | Fieldmaster debt collection A reminder the day before and a balance check the day after. |
| Unanswered calls | Spreadsheet and phone Tried again if someone remembers. | Fieldmaster debt collection An SMS at once, and a follow-up call the next day. |
| Accounts that paid | Spreadsheet and phone Still on the list until someone updates it. | Fieldmaster debt collection Withdrawn automatically from the billing balance. |
| Handover to the field | Spreadsheet and phone An email with a list of account numbers. | Fieldmaster debt collection A field task with the account’s whole history, assigned by area. |
| What the customer was told | Spreadsheet and phone Depends on who called. | Fieldmaster debt collection Every SMS and call outcome logged against the account. |
Calls and field visits together
Most debt collection software stops at the phone call. Here, the account that didn’t pay becomes a task on a field collector’s phone, with a map, the amount owed and everything said on the calls. The visit is recorded with GPS-stamped photos and an outcome, and the office sees it at once.
For utilities, the same platform runs notices, disconnections, reconnections and installment plans, and agents see all of it while they are on the call. Messages go out in Arabic or English through your own SMS gateway, and the agent’s screen is available in both languages.
FAQ
Debt collection software, also called debt recovery or collections management software, organizes the work of recovering overdue payments. It holds the overdue accounts, shares them between collection agents, records every contact with the customer, schedules the follow-ups, and shows managers what has been collected and what is still open.
At the least: a work list for each agent, a call record with fixed outcomes, automatic follow-ups for callbacks and promises to pay, messages to customers, a hold list for disputed accounts, and reports by agent and by stage.
Fieldmaster adds a balance check against your billing system, so a promise is verified without anyone looking it up, and a direct handover to field collectors on the same platform.
Organizations that collect their own receivables at volume and send people into the field when calls fail: electricity and water utilities, telecom operators, and the contractors who collect on their behalf. It is not built for law firms or for agencies that need credit bureau reporting.
The day after the promised date, the account’s balance is read from your billing system and compared with the balance on the day of the call. If it has not fallen by the promised amount, the customer gets an SMS and the account comes back as a final call.
No. Agents call from your existing phone system and record the outcome on screen. Where your phone system can pass on the caller’s number, the customer’s record can open automatically on an incoming call.
Yes. Field tasks appear in the Fieldmaster Pocket app on Android and iOS, with a map and the account’s details. Visits can be recorded without signal and sync when the connection returns.
Yes. Customer SMS is sent in Arabic or English, the agent’s screen can show both languages, and the mobile app runs in more than 40 languages.
No. Balances stay in your billing system. Fieldmaster.ai reads them, runs the calls, messages and visits, and can pass the results back through a connection our team builds for your project.
A typical app is live in 10 to 18 working days. Your call stages, outcomes, waiting times and messages are set up to match your collection policy.
