In the fast-paced world of finance and credit, there is a recurring nightmare for every collections manager:
The "Goneaway." Whether a customer has moved house, changed their number, or simply become overwhelmed and stopped responding, these broken links represent more than just lost revenue, they represent a breakdown in the customer journey and a significant regulatory risk.
This is where Re-Engage Solutions steps in. As a specialist trading arm of Towerhall Solutions, Re-Engage was built with a singular mission: to reconnect businesses with their customers through ethical, innovative, and human-centric strategies using tech and human intelligence combined.
But who exactly are Re-engage, and how do we differ from a standard collection agency?
Re-Engage Solutions is a bespoke debtor re-engagement provider that sits at the intersection of data science and empathetic communication. While Towerhall Solutions is widely recognised for high-level tracing, asset recovery, and legal support, Re-Engage is the dedicated arm focused on the human connection side of the equation.
Led by industry experts like Operations Director Glenn Matthews, who brings over 30 years of experience in financial services, Re-Engage specialises in "pre-termination" and early-stage arrears journeys. They don't just find people; they restart conversations.
For businesses, particularly those in regulated sectors like motor finance, banking, utilities and housing. Re-Engage provides a safety net that catches customers before they fall into the costly "legal action" phase. Here is how they deliver value:
Traditional letters often go unopened, and unknown calls are frequently ignored. Re-Engage utilises a modern (and we have our own AI tech stack), omni-channel strategy. By using a mix of digital outreach (SMS, email) and traditional methods, Re-Engage reaches customers on the platforms they are most comfortable with at a time that suits them. This reduces the "fear factor" often associated with debt and encourages the customer to respond. Positive communication leads to results for our clients.
With the Financial Conduct Authority (FCA) placing more emphasis on Consumer Duty than ever before, businesses are responsible for ensuring good outcomes for vulnerable customers. Re-Engage is built on these principles. Our agents are trained to identify vulnerability and offer sustainable, affordable solutions rather than using high-pressure tactics. This protects the client’s brand reputation while fulfilling regulatory requirements.
Because they are backed by the infrastructure of Towerhall Solutions, Re-Engage has access to industry-leading tracing data. This means they aren't wasting time on "dead data." Re-Engage uses intelligent case handling to ensure they are contacting the right person at the right time, drastically improving the ROI for the client.
Legal recovery is expensive, slow, and often severs the customer relationship forever. Re-Engage acts as a "soft-landing" service. By re-engaging a customer early, they can often set up a payment plan or resolve a dispute for a fraction of the cost of a court order or a full repossession.
Losing touch with a customer often leads to frustration on both sides. When Re-Engage steps in, our system and people act as an extension of the client’s brand. Their goal is to turn a "problem account" back into a "valued customer" by resolving the issue with transparency and fairness.
The power of Re-Engage lies in its partnership with Towerhall Solutions. If a customer is truly "lost," Towerhall’s elite tracing team can locate them. Once located, Re-Engage’s specialist team takes over to handle the sensitive work of opening a dialogue.
It is an end-to-end solution:
In an era where customer retention is just as important as acquisition, you cannot afford to let customers simply "drift away." Whether you are dealing with a handful of high-value cases or a large ledger of unresponsive accounts, Re-Engage Solutions offers a path back to resolution.
Want to learn more? Visit www.re-engagesolutions.co.uk to see how they can tailor a re-engagement strategy that protects your revenue and your reputation.
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