Customer Relationship Management Elevate Customer Connections with Telecom CRM Software Customer Relationship Management (CRM) is a comprehensive platform as part of Digital BSS, designed
The Dunning & Collections module in 6D Technologies’ Digital BSS suite is purpose-built for telecom operators to safeguard revenue, reduce bad debt, and strengthen customer relationships. In today’s telecom environment, where subscriber volumes are growing and service portfolios are increasingly complex, Dunning is no longer a back-office process. It is a strategic function that directly impacts profitability and customer loyalty.
Traditional Dunning processes rely on static rules and repetitive reminders, often frustrating customers while failing to maximize recovery. With 6D’s solution, powered by the AARYA AI platform, Dunning becomes predictive, personalized, and proactive. Using machine learning and sentiment analysis, the system identifies potential defaulters, segments customers by risk, and adapts communication strategies in real time.
The module supports multi-channel Dunning notifications—SMS, email, WhatsApp, IVR, and push alerts—ensuring timely engagement. AI-driven workflows also automate actions like service barring, restoration, debt agency transfers, and legal escalations. With AI-powered Dunning intelligence, CSPs gain the ability to accelerate revenue recovery, lower operational costs, and maintain trust with their subscribers.
Dunning & Collections Features
AI-Powered Dunning Rule Engine
At the heart of the module is a configurable Dunning engine that allows CSPs to design workflows based on credit risk, payment history, customer category, or geography. AI-driven Dunning strategies go further by predicting potential defaults and suggesting tailored actions, from soft reminders to service restrictions.
Omni-Channel Dunning Notifications
The module enables seamless communication with customers across SMS, email, IVR, WhatsApp, and in-app alerts. Each Dunning notification is personalized with account details and payment links for faster resolution. AI analyzes responsiveness to determine which channel and tone are most effective, making Dunning communications more impactful.
Adaptive Dunning Workflows
Instead of rigid timelines, adaptive Dunning workflows adjust based on customer responses. If reminders go unanswered, the system automatically changes frequency, tone, or channel. AI may also recommend offering flexible payment plans to reduce churn. This intelligent Dunning approach ensures higher recovery while maintaining customer goodwill.
Promise-to-Pay & Payment Flexibility
With Dunning functionality for promises-to-pay, customers can commit to scheduled payments or opt for installment plans. AI models assess the likelihood of fulfillment, helping CSPs decide when to grant flexibility. This balances empathetic customer care with effective Dunning control.
Automated Service Actions
The platform automates barring, suspension, and restoration of services as part of the Dunning lifecycle. AI identifies optimal points to trigger these actions, ensuring customers are nudged effectively without prematurely disrupting services. Automated reversals guarantee that once payment is received, services resume instantly.
Debt Recovery & Agency Dunning Management
The system manages end-to-end collaboration with external Debt Collection Agencies (DCAs). Through Dunning case allocation, agencies receive profiles, SLAs, and commission structures. AI monitors recovery performance, reallocating accounts where necessary.
Dunning & Collections Benefits
Accelerated Dunning Recovery Cycles
Accelerated Dunning Recovery Cycles
By predicting defaults earlier, Dunning automation reduces Days Sales Outstanding (DSO) and improves cash flow. AI ensures reminders are timely and effective, creating faster recovery cycles.
Lower Operational Costs in Dunning
Lower Operational Costs in Dunning
Automated Dunning reminders, financial actions, and reversals reduce manual workloads. AI-driven efficiencies mean CSPs can handle millions of Dunning cases with minimal staff, cutting costs significantly.
Improved Customer Experience in Dunning
Improved Customer Experience in Dunning
AI personalization ensures Dunning interactions feel supportive, not punitive. Customers receive flexible payment options and empathetic reminders, reducing churn risk and strengthening loyalty.
Empowered Collection Agents
Empowered Collection Agents
With AARYA-powered Dunning dashboards, agents see real-time risk scores, sentiment analysis, and customer history. AI suggests the Next Best Action, improving decision-making and agent productivity in handling Dunning cases.
Dunning Compliance & Governance
Dunning Compliance & Governance
The platform ensures compliance with telecom and data regulations such as GDPR and DPDP Act. Automated audit trails capture every Dunning step, giving operators confidence in meeting legal obligations while maintaining transparency.
Seamless Dunning Integration
Seamless Dunning Integration
The solution integrates with Billing, CRM, and Payment systems through TM Forum Open APIs. This ensures all Dunning data—balances, transactions, payment status—is synchronized in real time, creating a smooth collections ecosystem.
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