The challenge
A Madrid-based industrial parts distributor with ~3,000 active B2B customers had been outsourcing collections to a third-party agency on a commission basis. The agency was effective but expensive (12% of recovered amounts), generic in its messaging, and gave the distributor little visibility into per-customer dynamics. DSO sat around 67 days.
The solution
The distributor moved Collections in-house using OMB Cloud. Each overdue invoice triggers an AI-personalized reminder that references the customer's payment history, relationship tenure, and specific invoices in arrears — calibrated by an agent that reads all prior responses. The Collections funnel routes escalations to a human operator only when the AI agent's tone-detection flags a stalemate. Reminders go out via email, WhatsApp Business and voice.
The results
- DSO down 51%: from 67 days to 33 days median
- External agency commission costs eliminated (~€180K annual savings)
- Customer NPS on collections interactions up 22 points — personalized tone beats generic dunning
- One operator now manages what previously required three plus the external agency
—CFO, industrial distributor (Madrid, 80 employees)