Frankfurt, February 22, 2024

• In the future, UNIVERSUM Inkasso will focus on data-driven communication derived from debtors' needs.
• The aim is to create comprehensible and accessible debt collection processes to remove the taboo surrounding the topic of debt.
• A comprehensive study in collaboration with Simply Rational shows that people with debt need customised communication to find more effective solutions for themselves.

UNIVERSUM Inkasso, a subsidiary of the Unzer Group, is realigning itself. The goal is debt collection that is understandable for everyone and reaches everyone. To achieve this, UNIVERSUM relies on a combination of data analysis, forecasting algorithms, and technology-supported communication that considers customers' preferences. Managing Director Dr Nicole Wechsung explains the shift: “Every debtor is different. What we need is receivables management with a target group-orientated approach at eye level, at the right time, and with a suitable offer. The individual must take centre stage.”

With the consulting firm Simply Rational, a Max Planck spin-off, UNIVERSUM analysed its file history and conducted numerous interviews with debtors. The wide-ranging study showed that communication problems, in particular, lead to people not paying their debts. Potential communication issues include misunderstandings regarding the payment method, a lack of transparency, or simply frequent changes of residence.

UNIVERSUM and Simply Rational developed different communication channels and processes for different customer groups. The focus is not on individual measures but on intelligent linking with personalised offers. For example, if someone has simply forgotten to pay an invoice, a text message with a payment link is more suitable than a reminder by letter. Others prefer an email with a detailed explanation of the amount owed. People with money worries can take advantage of installment plans.

The study also revealed that the vast majority of people are willing to pay. Nevertheless, there is still a negative public image of debt. Industry statistics from the Association of German Debt Collection Agencies also show that debt is not uncommon in Germany. Every year, debt collection companies in this country process around 30 million new debts. Interestingly, 60% of these debts amount to less than 100 euros, and 25% are between 100 and 500 euros. One of UNIVERSUM's focuses is to destigmatise the topic of debt.

Having debts is a mass phenomenon. It shouldn't be taboo to talk about it. We offer solutions, not accusations.

Dr. Nicole Wechsung, Managing Director of UNIVERSUM

As part of its strategic realignment, UNIVERSUM plans to launch a new website in January. The revamped website will offer resources to make debt collection understandable and accessible for everyone while dispelling prejudices. At the same time, the company is revising its digital service portal so that customers can receive help even faster and can resolve many of their concerns independently. 

The roots of UNIVERSUM go back to 1948 when Josef Neckermann founded the textile company Neckermann KG. In the 1980s, UNIVERSUM Inkasso emerged from this group structure as an independent unit and was later acquired by Unzer. Today, UNIVERSUM stands for comprehensive industry expertise and many years of experience in e-commerce receivables management. Wechsung emphasises: “We combine traditional expertise with modern, digital approaches. UNIVERSUM shows that change is possible without lengthy processes.”

About UNIVERSUM

UNIVERSUM is a leading provider in the debt collection sector that handles the entire receivables management for companies of all sizes. With the motto "from people for people", UNIVERSUM offers debt collection that is understandable for everyone and reaches everyone. To achieve this, the company uses a combination of data analysis, forecasting algorithms and technology-supported communication that caters to customers' preferences. UNIVERSUM is part of the Unzer Group. 

About Simply Rational

Simply Rational supports organisations in measurably improving decisions. To this end, we use Nobel Prize-winning findings from behavioural research and organisational development as well as state-of-the-art methods from artificial intelligence. Our customers benefit directly from cutting-edge research: Simply Rational is a spin-off from a Max Planck Institute, and co-founder Prof Gerd Gigerenzer is one of the world's most renowned psychologists. 

About Unzer

Unzer provides payment and commerce solutions for businesses and organisations across Europe. With the UnzerOne platform, companies can access and use customer, sales, and product data in one place and in real-time. Thanks to the reliable and transparent data source in the cloud-based backend, merchants better understand the wishes and requirements of their customers and save time and money through more efficient processes and secure payment integration. At the same time, customers benefit from a consistent and personalised shopping experience that gives them the flexibility to choose how, where, and when they pay. More than 85,000 merchants from all over Europe use Unzer's products and services. The company employs staff in eight branches in Germany, Austria, Denmark, and Luxembourg.  

Press Contact

Dr. Lydia Prexl, +49 (0)172 563 84 02 , communications@unzer.com