Author Archives: Jason Kemp

closed data ai

Closed Data vs Open AI: The Compliance Risk Nobody Is Talking About

The AI Boom Is In Full Effect – But Not All Data Sources Are Equal

Artificial Intelligence has rapidly become one of the most talked-about technologies in financial services, customer support and credit & collections.

From chatbots and automated responses to predictive analytics and conversational AI, organisations are racing to adopt AI-driven tools to improve productivity and customer engagement.

But while much of the conversation focuses on capability, far less attention is being given to compliance risk.

In regulated industries such as financial services, utilities, banking and debt recovery, one critical question is often overlooked:

Where does the AI’s knowledge come from?

Because the answer to that question could determine whether your AI solution is compliant, auditable and safe or potentially a regulatory liability.

Understanding the Difference: Open AI vs Closed Data AI

At the centre of this debate are two fundamentally different approaches to training artificial intelligence systems.

Open AI Models

Open AI models are trained on vast amounts of publicly available internet data.

This may include:

  • Websites

  • Forums

  • Social media content

  • Articles and blogs

  • Public databases

These models are powerful and flexible because they can draw from an enormous pool of information. However, that scale comes with significant challenges, particularly in regulated environments. Not every piece of information available on the internet is true and accurate, who knew!

Closed Data AI

Closed data AI systems are trained on controlled, industry-specific datasets.

In other words, the AI learns from:

  • Verified operational data

  • Real conversations within a specific sector

  • Organisational workflows and policies

  • Structured datasets designed for a defined purpose

This approach ensures that the AI model operates within known, auditable and compliant parameters. Saascoms is an advocate of closed data AI, and now you understand why! In regulated sectors, that difference is critical.

Why Open AI Creates Compliance Risk

The risks associated with open-source training data are not always obvious at first. But they can become serious when AI systems interact directly with customers in regulated environments.

1. Data Accuracy Cannot Be Guaranteed

Open models learn from the internet, a space where information is not always accurate and can be toxic. In collections or financial services conversations, incorrect responses could:

  • Provide misleading information

  • Offer incorrect financial advice

  • Misinterpret regulatory requirements

  • Create inconsistent communication

In industries governed by regulators such as the FCA, accuracy is not optional. It is mandatory.

2. Lack of Auditability

Regulated organisations must be able to explain and justify decisions made by automated systems. With open-data AI models, it is often impossible to determine:

  • Exactly which information influenced a response

  • How the model learned a particular behaviour

  • Whether biased or inaccurate content influenced its output

Without transparency, organisations may struggle to demonstrate AI accountability.

3. Tone and Customer Sensitivity

Credit and collections conversations are rarely straightforward. Customers may disclose:

  • Financial hardship

  • Mental health concerns

  • Bereavement

  • Job loss

AI responses must reflect appropriate tone, empathy and regulatory expectations. Generic AI models trained on internet data cannot reliably replicate the nuanced language required in regulated customer communications.

4. Regulatory Accountability

Increasingly, regulators are focusing on AI governance and accountability. Organisations using AI must demonstrate that systems are:

  • Safe

  • Transparent

  • Fair

  • Contestable

  • Auditable

When AI models are trained on uncontrolled internet data, achieving this level of oversight becomes significantly more difficult.

Why Closed Data AI Is Safer for Regulated Industries

Closed-data AI systems address many of these concerns by controlling the source and structure of training data. Instead of relying on uncontrolled internet content, closed AI models learn from verified, relevant and industry-specific data.

For example, conversational AI used in credit & collections can be trained using real customer interactions within that sector.

Saascoms’ conversational AI engine within Omnireach has analysed over 200 million customer and agent conversations within the credit and collections environment. This dataset enables the AI to recognise:

  • Customer intent

  • Sentiment

  • Payment-related queries

  • Vulnerability signals

  • Account and payment plan requests

The system achieves a 93.7% intent and sentiment match success rate, allowing organisations to automate routine enquiries while maintaining compliance and accuracy

Closed Data Improves Customer Outcomes

Closed-data AI systems also deliver better results for customers. Because the AI understands the specific context of collections interactions, it can respond appropriately to common scenarios such as:

  • Payment plan discussions

  • Requests for account information

  • Financial difficulty disclosures

  • Settlement enquiries

This contextual awareness allows AI to:

  • Route vulnerable customers to trained agents

  • Provide accurate account information

  • Offer relevant repayment options

  • Reduce unnecessary escalation

Rather than replacing human interaction, AI becomes a frontline assistant that enhances resolution outcomes.

The Future of Responsible AI in Financial Services

As AI adoption accelerates, organisations will increasingly need to demonstrate responsible AI governance. In the coming years, we are likely to see:

  • Greater regulatory scrutiny of AI models

  • Stronger expectations around data transparency

  • Mandatory audit trails for automated decision-making

  • Increased focus on ethical AI use

For organisations operating in regulated sectors, choosing the right AI architecture today will determine their ability to operate confidently tomorrow. Closed-data AI provides the transparency, accountability and accuracy required for responsible deployment.

Final Thought: AI Power Must Be Matched With AI Responsibility

Artificial Intelligence offers enormous opportunities for improving customer engagement, operational efficiency and service delivery. But with that power comes responsibility.

In regulated industries, organisations cannot afford to deploy AI systems that operate as opaque “black boxes”. They need systems that are:

  • Transparent

  • Accountable

  • Secure

  • Compliant

  • Designed for their specific industry context

Closed-data AI delivers exactly that.

And as regulators, customers and organisations demand greater trust in automated systems, the distinction between open AI experimentation and responsible, closed-data AI deployment will become increasingly important.

Because in regulated industries, the real question is no longer:

“Can AI do this?”

The real question is:

“Can AI do this safely?”

cost to collect

Is Your Collections Strategy Costing You More Than It’s Collecting?

The Hidden Cost Problems in Collections.

In credit and collections, performance is often measured by resolution rates, recovery percentages and compliance standards. But there’s another metric that deserves equal attention and that’s cost to collect.

If your organisation is increasing outbound calls, printing letters and expanding headcount to maintain performance, the uncomfortable question is…

Is your collections strategy costing you more than it’s collecting?

As customer behaviour shifts toward digital engagement, traditional human-centric models are hitting a capacity ceiling. Meanwhile, AI-powered digital collections strategies are reducing cost to collect ratios while improving customer experience.

The True Cost of Traditional Collections

Traditional collections strategies rely heavily on:

  • Outbound dialling teams

  • Inbound call centre agents

  • Paper letters and postage

  • Manual identification and verification (ID&V)

  • Agent-led payment plan setup

These approaches come with fixed and variable costs:

  • Salaries and training

  • Infrastructure and telephony

  • Postage (with no guarantee of receipt/open/read rates)

  • Missed call attempts

  • Repeat customer contact

In many cases, organisations are increasing activity simply to maintain existing performance levels. Meanwhile, customer preferences have evolved.

Customers Have Changed, Has Your Strategy?

Research shows that over three quarters of customers prefer non-voice communication.

Customers increasingly expect:

  • Messaging instead of phone calls

  • 24/7 access

  • Self-service options

  • Fast responses

  • Reduced confrontation

If you sell digitally, you must service digitally. Non-voice engagement including SMS, webchat, email and secure digital portals are no longer a ‘nice to have.’ They are fundamental to modern customer contact strategies.

Yet many collections operations still treat digital as a support channel rather than the primary engagement engine.

The Capacity Ceiling Problem

Human-only collections models face a simple limitation, people can only handle so much volume. Agent productivity is constrained by:

  • Talk time

  • Queue management

  • Breaks and shift patterns

  • Training requirements

  • Emotional load

As volumes increase during peak season, economic shocks or marketing campaigns, organisations either:

  • Hire more staff

  • Accept longer wait times

  • Increase complaint risk

  • Or reduce quality of engagement

None of these reduce cost-to-collect. Digital-first strategies, by contrast, scale without linear cost increases.

How Digital Collections Reduce Cost to Collect

A modern digital collections strategy combines:

  • AI-powered conversational platforms

  • Secure SMS and digital letters

  • Self-service debt management portals

  • Automated ID&V

  • Intelligent workflow routing

Here’s where the cost savings occur.

1. AI Handles High-Volume, Low-Complexity Tasks

Conversational AI within platforms such as Omnireach have analysed over 200 million collections conversations across multiple DCA’s over a 5 year period.

This enables AI to:

  • Identify customer intent

  • Complete ID & verification

  • Respond to FAQs

  • Set up payment plans

  • Confirm balances

  • Route vulnerable customers appropriately

The NLP (Natural Language Programming) engine achieves a high intent and sentiment match success rate. This means fewer agent interventions for routine enquiries, freeing staff to focus on complex and vulnerable cases.

AI doesn’t replace agents. It multiplies their effectiveness.

2. Self-Service Reduces Call Dependency

Self-service debt management platforms, such as Resolution, allow customers to:

  • View balances

  • Set up payment plans

  • Complete income & expenditure checks

  • Make secure payments

  • Upload documents

All without agent assistance.

When customers resolve digitally:

  • Inbound call volumes drop

  • Agent talk time becomes more meaningful

  • Resolution speed increases

  • Customer anxiety reduces

This directly lowers cost to collect.

3. Digital Messaging Outperforms Paper

Traditional letters have:

  • Uncertain open rates

  • Delayed engagement

  • Higher cost per contact

Secure SMS and digital letters provide:

  • Instant delivery

  • Measurable open rates

  • Click-through tracking

  • Embedded payment journeys

SMS has some of the highest engagement levels of any communication channel.

Digital also allows staged workflows:

  • Friendly reminder

  • Signposted support

  • Payment options

  • Escalation triggers

Automation reduces manual workload while improving engagement.

Cost Reduction Without Reducing Empathy

There is a misconception that reducing cost-to-collect means reducing customer care. The opposite is true. When AI identifies vulnerability signals within digital conversations, customers can be prioritised earlier and more accurately. They can then be allocated to a live agent.

This prevents:

  • Escalated complaints

  • Repeat contact

  • Payment plan breakage

  • Regulatory risk

Empathy, when supported by intelligent automation, becomes more consistent, not less.

Measuring the Real ROI of Digital Collections Strategy

A strong digital collections strategy improves:

  • Cost to collect

  • Resolution rates

  • Agent productivity

  • Customer satisfaction

  • Vulnerability identification

  • Complaint reduction

In AI-supported environments, up to 80% of customer intent can be identified at early adoption stage. That early clarity drives faster outcomes. And faster outcomes reduce costs.

The Strategic Question for 2026

As economic pressure continues and operational costs rise, collections leaders must ask:

  • Are we scaling intelligently?

  • Are we investing in productivity multipliers?

  • Are we meeting customers where they prefer to engage?

  • Or are we adding cost to maintain legacy processes?

Only scalable, digitally enabled organisations will maintain agility in the next five years. The rest risk rising operational spend without proportional return.

Final Thought: Efficiency and CX Are Not Opposites

Reducing cost to collect does not mean becoming transactional.

It means:

  • Removing friction

  • Automating the predictable

  • Empowering self-service

  • Prioritising vulnerability

  • Supporting agents with AI

A well-designed digital collections strategy does something powerful. It reduces cost and improves customer outcomes at the same time. And in modern credit & collections, that dual impact is no longer optional, it is essential.

Digital Collections AI

What 200 Million Customer Conversations Taught Us About Digital Collections AI

Introduction: What Are Customers Really Telling Us?

Over the past four years, Saascoms has analysed more than 200 million digital conversations between customers and credit & collections organisations across the UK and beyond. That volume of real-world, regulated, collections-specific data provides something incredibly valuable, clarity. It also provides a greater informed understanding of digital collections AI.

  • Not assumptions.
  • Not theory.
  • Not scraped open-source data.

Real conversations, in real scenarios, with real customers navigating payment, vulnerability, and financial pressure. Here’s what those 200 million conversations have taught us about digital collections AI, customer engagement, and the future of credit & collections.

1. Payment Intent Is Higher Than Many Think

The most frequent themes identified in customer conversations include:

  • Setting up payment plans

  • Confirming payments

  • Clarifying balances

  • Requesting extensions

  • Updating contact details

In many cases, the issue isn’t unwillingness, it’s friction and a lack of flexibility. Customers often need:

  • Clarity around outstanding balances

  • Flexible repayment options

  • Time to align payments with income cycles

  • Simple, digital self-service tools

This is why self-service platforms such as Resolution, Saascoms’ white-label debt management portal are increasingly critical. Customers can manage payment plans, complete income & expenditure checks and make secure payments 24/7 without agent or DCA dependency.

The Future of Customer Service Agents

2. Non-Voice Communication Is Expected

Customer behaviour has fundamentally changed. Research shows that 76% of customers prefer non-voice communication. Messaging, email and webchat are now the primary engagement channels and not secondary options. Our conversational data reinforces this shift:

  • Customers expect fast, digital responses

  • Many prefer the perceived privacy of messaging

  • Digital reduces the anxiety associated with phone calls

  • Customers engage outside traditional office hours

AI-powered conversational platforms such as Omnireach utilise AI to support SMS, webchat, email, WhatsApp and social media communications, creating seamless multi-channel engagement. Powered by conversational AI automated resolutions are increasing, leaving agents to focus on complex issues:

  • Intent and sentiment are analysed in real time

  • Identity & verification can be automated

  • Workflows are triggered instantly

  • Conversations can resolve without agent intervention

This is not about replacing humans, It’s about enabling faster, scalable and compliant engagement.

3. Vulnerability Is Often Hidden Inside Payment Queries

One of the most important findings from analysing 200 million conversations is how frequently vulnerability appears subtly within routine payment discussions. Customers may mention:

  • Job loss

  • Illness

  • Mental health challenges

  • Cost-of-living pressure

  • Family emergencies

These signals are often embedded inside otherwise standard payment requests. AI-driven vulnerability detection within Omnireach identifies up to 97% of vulnerable customers in digital conversations. This means:

  • Customers are flagged before escalation

  • Priority routing to trained agents

  • Workflow suspension where required

  • Regulatory alignment with FCA expectations

Digital channels, when powered by correctly trained, closed-data AI models, do not reduce empathy,  they enhance it.

4. Closed Data AI Outperforms Open Source Models in Regulated Environments

AI is only as strong as the data it learns from. Saascoms’ AI engine has analysed over 200 million collections-specific conversations and achieves a 93.7% intent and sentiment match success rate. That performance is achieved using closed, industry-specific data, not scraped internet content.

Why does this matter?

Because in regulated credit & collections environments:

  • Accuracy is essential

  • Tone matters

  • Compliance cannot be compromised

  • Vulnerability identification must be reliable

  • Responses must reflect organisational policy

Generic AI models trained on open web data cannot reliably deliver this level of contextual accuracy in a collections environment.

Closed data AI enables:

  • Faster deployment

  • Higher first-time resolution

  • Safer compliance positioning

  • Measurable operational improvements

Omnichannel

5. Digital-First Improves Both CX and Operational Performance

When digital collections strategies are implemented correctly, the results are measurable.

For example, AI within collections environments can:

  • Identify up to 80% of customer intents at adoption stage

  • Resolve a significant proportion of digital interactions without escalation

  • Reduce wait times

  • Increase agent productivity

  • Allow agents to focus on complex and vulnerable cases

This hybrid model, AI handling high-volume, low-complexity interactions while agents focus on empathy-led resolution represents the future of credit & collections engagement.

6. The Future of Digital Collections AI

Looking ahead to 2026 and beyond, the trajectory is clear:

  • Digital-first engagement will dominate early-stage collections

  • Self-service debt management will expand

  • AI-driven ID&V and workflow automation will become standard

  • Vulnerability detection will move earlier in the journey

  • Closed-data conversational AI will replace generic chatbot solutions

The organisations that embrace scalable digital collections AI will be the ones that:

  • Reduce cost-to-collect ratios

  • Improve customer satisfaction

  • Meet evolving regulatory standards

  • Increase sustainable resolution rates

Those that remain purely human-centric risk reaching capacity ceilings that limit agility and growth

Final Thought: Digital Doesn’t Replace Empathy — It Enables It

After analysing 200 million conversations, one thing is clear. Customers are not looking for confrontation. They are looking for clarity, flexibility and support. When powered by industry-trained AI, digital collections platforms such as Omnireach and Resolution enable:

  • Faster responses

  • More consistent communication

  • Earlier vulnerability identification

  • Increased payment flexibility

  • Improved customer outcomes

Digital collections AI, when implemented responsibly, strengthens the relationship between organisation and customer.

And in a sector where trust, compliance and sensitivity matter, that is the ultimate competitive advantage. Get in contact for a demonstration of our award-winning software.

customer services in utilities

Customer Services in Utilities

Introduction

When we talk about utilities we refer to Gas, Electric, Oil, Water and Telecoms. Essential services for every consumer and every business – once public and now privatised, but always in the news. Customer Services in utilities has a mixed reputation, some deserved, some less so.

So how can Saascoms support the utility sector?

Public Perception

Cost of living crisis, polluted rivers and seas, offshored profits are just some of the macro concerns of the public. Closer to home, rising bills, lack of competition, lack of compassion and falling service levels all effect customers on a direct basis.

But how much of the perception is reality? The aggregated Trustpilot score for energy providers is a respectable 4.5 out of 5, which is at odds with the negative PR levelled at the industry. This is in comparison to the telecoms and broadband industry which is only 4.1 out of 5. This for an industry which doesn’t seem to suffer the same negative PR on the whole.

So the sector is improving its public image.

Challenges

Utility companies are in a rock and a hard place. They don’t sell a product with an emotional attachment and it is difficult for customers to quantify what they are receiving. Large infrastructure costs and investments as well as international impacts on pricing all add to market complexity. This is not easy for the average customer to comprehend and appreciate.

Will a utility company ever become a well-loved brand? Probably not. But they can become well respected brands. Disruptors such as Octopus are trying to change the opinion of consumers and making a valiant effort. But should utility companies instead focus on what they can offer consumers?

Customer Services in Utilities

Saascoms award-winning customer service platforms are developed to improve both our clients and their customers experience. Powering over 700 brands globally, our insight can highlight what consumers want from a service:

  • Communication – easy to contact for both self-serve functions and when a human agent is required. Choice of contact methods to suit the customer.
  • Reliability – a service which can be depended on, if there is an issue, clear communication and resolution. Plus pre alerts for detected issues or scheduled maintenance.
  • Flexibility – a one size fits all approach is a sure way to upset customers. Being treated as an individual is an important part of customer service.
  • Transparency – in customer service, pricing and wider PR messaging.
  • ESG – renewables, pollution and sustainable investment are all important issues to consumers. They want to know their providers have the same Environmental, Social and Governance values.

Saascoms Customer Service Solutions

Saascoms has developed award-winning solutions for the utility sector, supporting customer experience and improving CSAT scores. Our platforms are the power behind over 700 global brands from Retail to Finance, Utility to Charity.

Mailmaster

Secure emails and texts, Mailmaster can drastically reduce traditional postage costs and increase customer engagement. Digitise your post and printing.

Here’s a selection of applications for the utility sector:

  • Appointments – don’t just send a text, Mailmaster will add a diary reminder to the customers phone or laptop calendar.
  • Service Disruption – Mailmaster will not only send a diary reminder, but a pre alert should the household or business need to prepare in advance.
  • Meter Readings – send customer requests in real time, improving accuracy.
  • Customer Support – send video links with energy saving tips or important messages.
  • Information – from tariff changes to promotions, business updates to new services.

Omnireach

Two way digital chat powered by AI, Omnireach handles customer service administration and up to 90% of day to day customer queries.

Here’s a selection of applications for the utility sector:

  • Customer Service – 365/24/7 across multiple digital platforms including webchat, social media, email and text. Customers can always make contact.
  • Security – Omnireach can handle ID&V, saving valuable agent time.
  • Account Information – from account balance to advising of next payment dates or arrears.
  • Account Updates – change of address, contact number, bank details or DD dates can all be managed by Omnireach.
  • Vulnerability Detection – Omnireach uses AI, sentiment detection, NLP and machine learning to identify and redirect vulnerable customers. Supporting for example the ‘Ofwat Payfair Guidelines.’

Additional Saascoms Solutions

In addition to Mailmaster and Omnireach, Saascoms has developed a further platform to support the utility sector.

Resolution

A self-serve debt management portal for those customers who have found themselves behind on payments. Resolution empowers customers to make repayments, set repayment plans and use tools including income and expenditure to calculate affordability options.

Resolution provides a direct contact platform to the debtor and signposting for the customer to debt support organisations.

Conversely, Resolution provides clients with a clear interface and reporting suite to manage customers in debt, deliver communications and analyse repayment profiles.

To Conclude

For the utility sector to move to a more individual, compassionate and proactive customer service approach takes time, money and effort. At Saascoms our solutions are the difference between good customer service and a great customer experience.

Book a demonstration with our team today.

Contact Saascoms
The Future of Customer Service Agents

The Future of Customer Service Agents

Introduction

What is the future of customer service agents? If you listen to the exponents of AI they will tell you the writing is on the wall for live agents. Technology will replace these jobs at a rapid rate, delivering better service for less cost. But what do we think will happen at Saascoms?

AI versus man

What Customer Services Will AI Replace?

Saascoms customer service platform Omnireach is at the cutting edge of AI, supporting clients in reducing the need to use Agents to complete rudimentary tasks. But arguably these tasks are administrative and don’t require human intervention.

Omnireach and Mailmaster already uses AI to complete:

  • ID&V checks
  • Confirm or reschedule appointments
  • Make payments or check account balances
  • Make a purchase or initiate a return
  • Upload a meter reading
  • Provide signposting and right person contact
  • Submit a callback request or raise a query

Customers can access automated and AI responses across multiple channels at a time which suits them, this not only improves their customer experience but also reduces costs for the client by not having 24 hour live agent cover.

AI will continue to take over more and more customer service queries, especially those with a binary solution – that just makes common sense.

Service as a Selling Point

Not everyone is enthusiastic about dealing with AI or automated responses, regardless of if it leads to lower prices. Some consumers will always want a personal touch. This isn’t restricted to the vulnerable or digitally challenged, it is just a personal choice.

Organisations have to consider their customer base and their expectations. Would a Bugatti customer expect to be served by an AI assistant? Or a Rolex client? But it’s not limited to luxury goods, think of the emergency services – in a life or death situation a calming human voice will always be needed.

So the question is not always, ‘can I replace my customer service with AI’ but ‘should I replace my customer service with AI’.

Market Trends

One of the inspirations for this blog was the recent decision by Vodafone to relocate 400 offshore customer service agents back to the UK. This has created a conversation in the customer services industry as to why? To save money? Improve service? Part of a larger strategy?

In the Vodafone press release, the following statement might give some clues as to the evolution of the industry.

‘The roles, delivered by partner Concentrix, will focus on Vodafone and Three specialist care and sales.’

This fits the Saascoms belief that AI will take over the mundane, administrative and simplistic aspects of customer service, leaving a new breed of Agents to handle complex queries and resolutions.

The Future of Customer Service Agents

Saascoms believes customer service agents will become more specialised, resolving complex queries, managing vulnerable customers and promoting client loyalty. In some cases this may also roll over into upselling and developing the overall client/customer relationship.

Jobs at the lower level of administrative scale will all but cease to exist, but with the growth of online and remote sales seeing no sign of tailing off, more jobs are still being created. Customer services may well become an attractive career to more people, rather than being seen as a stepping stone.

Look, we haven’t got a crystal ball, but the future of customer service agents may see a lot more onshoring of skilled and specialists roles, moving away from the offshoring of low skilled administrative roles.

Good service will always be key to a successful business.

Ofcom opens investigation

Ofcom opens investigation on Meta

Introduction

Are there any implications for your organisation? The investigation regards WhatsApp Business.

Ofcom announced on January 23rd they are launching an investigation into Meta. This follows two formal notices issued in 2024 and 2025 for information.

What Has Ofcom Done?

Meta was issued with the Notices as it is a provider of alternative business messaging services (i.e WhatsApp Business). The Notices requested a range of data concerning Meta’s WhatsApp Business. The available evidence suggests that Meta may not have complied with certain requirements imposed under section 135 in that some of the information provided by Meta in response to the Notices may not have been complete and accurate.

Why Is Compliance Important?

For UK businesses, particularly those in telecoms, utilities, financial services, and credit, this serves as an important reminder: compliance is not just about intent, but execution.

In our experience, regulatory risk often stems from operational complexity rather than deliberate non-compliance. Fragmented communication channels, manual reporting processes, and poor data visibility make it harder to respond confidently and quickly when regulators call.

As regulatory scrutiny continues to increase, organisations must ensure they can:

  • Access accurate communications data quickly

  • Demonstrate clear audit trails

  • Respond to statutory requests without operational disruption

At Saascoms, we see compliance as a by-product of well-designed communication systems, not an afterthought. Centralised, secure, and transparent digital engagement platforms help organisations remain agile, accountable, and regulator-ready.

Should I Do Anything?

At Saascoms we offer WhatsApp Business and SMS messaging services. If the announcement by Ofcom is enough to make you consider alternative messaging solutions – get in touch.

What Are The Alternatives?

Saascoms txtpro self-serve bulk SMS delivery platform is the perfect service for managing your communications campaigns. txtpro is an easy-to-use platform that uses a pay as you go model, it’s as simple as 1,2,3.

  • Upload your mobile phone numbers
  • Type your message
  • Send to your customers!

txtpro has additional features such as scheduling, two-way messaging, RCS messaging, number validation and reporting.

For Restaurants & Bars, Retailers, Leisure Activity Centres, Car Dealers and more, txtpro is the ideal way to target customers and prospects.

Contact the team at Saascoms for your free trial.

money management skills

Money Management Skills – should they be compulsory at School?

Introduction

Is it time that Money Management Skills became a core part of the teaching curriculum? If Algebra, Chemistry, Drama and Languages are deemed essential, surely the ability to manage finances should be?

In an age of easy credit, consumerism, job volatility, healthcare and pension pressures, negative equity and crypto – surely young adults need to be equipped for today’s financial landscape?

The State of the UK

It’s estimated by Fair4All Finance that 20m people in the UK are financially vulnerable. This is due to a lack of savings or insurance cover (should a financial shock occur) and generally struggling to cover day to day bills.

StepChange debt charity has seen unprecedented demand for its services since Christmas. A key point to highlight is that 60% of clients are in employment!

A Complex Financial Landscape

Does the average person understand Pensions, Income Tax, Savings Tax, Estate Planning, Financial Insurance or even the tax implications of their ‘side hustle?’ Recently we have had Politicians claim they had made an honest mistake when it comes to their taxes.

The reality is that taxation in the UK is complicated, and that’s before we look at personal finance planning…

How do you develop Money Management Skills for life stages?

  • Teens & Twenties – newfound financial freedom. Enjoying consumerism including clothes, holidays, entertainment and possibly a car.
    • But did you stop to think about building a credit score and buying a house at this stage in life?
  • Thirties – settling down. Marriage, house (with mortgage), children, bigger car, and more expensive holidays (limited to school times).
    • Have you considered your pension contributions, emergency fund and building savings for the future?
  • Forties – maturing family. Bigger house required, bigger car, provision for College and University, even more expensive holidays.
    • Did you remortgage to pay for your holiday or house extension? What impact will that have on your retirement plans? If you have any yet.
  • Fifties – golden years. Family all grown up and left home. If you have your health and career now you can enjoy yourself, can’t you?
    • That pension pot is looking low. The mortgage hasn’t come down as quickly as hoped. Personal loans need paying off.
  • Sixties – big decisions to be made. Keep working until old age or cash in to enjoy your time while you have your health?
    • Equity release? How much pension can I afford to cash in? When can I retire? What about care in old age?

Although a brutal portrayal of the financial stages of life, for many people this will resonate. It’s actually quite a positive example as it doesn’t build in bereavement or unemployment. It also doesn’t account for those that are successful and financially secure. It’s geared around an average family (the typical 2+2).

The Financial Advice Landscape

There is an abundance of advice and information to assist people in how to manage their finances. The issue is that those seeking financial advice are usually savvy enough to manage their finances. Those that seek debt advice have already gone over the line.

How does the average person develop Money Management Skills? Aside from Martin Lewis or family and friends – it’s not easy. Financial Advisors tend to seek out people with wealth to invest (as they are paid a commission) and are not attracted to average people. Plus, there is no financial incentive to advise someone on how to reduce credit card debt, cancel subscriptions, switch to a cheaper supermarket etc.

The internet is a wonderful thing, but with cyber scamming, fake news and ‘influencer’ paid posts, who do you trust for advice?

By the time a person is talking to a debt management charity or organisation, the damage has been done.

Money Management Skills

At Saascoms we work closely with the Credit & Collections Industry, our award-winning software supporting both clients and customers in reducing problem debt. Omnireach is our two-way messaging platform and Resolution our self-serve debt management platform.

We believe financial education should start at an early age, from earning and managing pocket money to savings (remember the Nat West Piggy Banks!). we should teach spending within your means, understanding of interest rates, comparing and switching financial products and shopping around – just like you would for a new TV.

More complex subjects should also be tackled including life planning, insurance products to protect from unemployment or illness, savings strategies and pension planning.

We need to equip people with the skills to navigate their financial life. UK pensions are that complicated Financial Advisors take multiple exams to be able to advise on them. That’s an indication of a broken system when an essential financial product is so complicated it requires multiple exams to understand!

Conclusion

At Saascoms we are not a lobbying organisation, but the team, our families and friends have all experienced financial shocks at one time or another. We believe basic Money Management Skills within education would have a positive impact on not just individuals but the nation’s commercial awareness as a whole.

Resolution

Resolution – View Our Demonstration Video

Introduction

Resolution – the self serve debt management platform developed in 2025 by Saascoms is a revolutionary piece of software. It empowers customers by enabling them to:

  • Set up and amend repayment plans
  • Make one off or adjust payments
  • Raise disputes or initiate conversations with creditors
  • Conduct income and expenditure reviews to assist with repayment plans
  • Utilise Open Banking to support repayment plans

In addition, for clients, the benefits of the Resolution platform include:

  • Comprehensive reporting suite
  • Direct communications with customers
  • White label and simple integration
  • Pay as you use solution with little IT integration
  • 24/7/365 customer solution

To bring Resolution to life we have created a short demonstration video for you to download: and view.

Resolution 2.1 UHD 4k

Inside Edge

Inside Edge – 2025 Round Up of the Year

Introduction

As we begin 2026, I want to extend my sincere gratitude for your continued trust and collaboration throughout 2025. This past year has been both dynamic and rewarding for Saascoms. Together, we have strengthened our position as a leader in multi-channel customer engagement solutions and delivered meaningful results across the industries we serve.

Key 2025 achievements have been:

  • Delivering revenue growth, month on month.
  • 100% client retention rate.
  • On-boarding several new clients.
  • Expanding our product/service offering to our existing client base.
  • Participating in the MALG annual conference, which brought valuable insights and networking opportunities within one of our industry sectors – Financial Services.
  • Providing and expanding our educational content via our blogs, newsletters and LinkedIn posts
  • Ensuring security compliance and resilience with the transition to ISO27001 2022 and the renewal of Cyber Essentials plus.

As a final highlight to our year, in late November we won the Best Contact Centre Solution and the Machine Learning award at the annual Credit & Collection Technology Awards.

While industry recognition and awards are always appreciated, they are not what defines our success. Awards do not change our technology, our service, or the value we deliver day-to-day. They also do not determine our drive to innovate and deliver an outstanding client and customer experience.

Our Mission

What truly matters to us is the continued trust our clients place in Saascoms.  Trust that is earned every day through performance, reliability and results. This is especially meaningful because we do not rely on usage-based or long-term contractual commitments. Every client actively chooses to continue working with us because our solutions deliver real value.

We view every client as a genuine partner, not a contract. Our role is to act as an extension of your business — a support function focused on helping you meet your objectives, serve your customers better and achieve your targets with confidence.  With that in mind, we will continue to innovate and deliver for you in 2026, and as always, if you have any requirements please reach out to the team and we will be happy to assist you.

christmas financial hangover

The Post Christmas Financial Hangover

Introduction

It’s a sad and very real fact that Christmas is not just a time of great joy for people, it can also lead down a road of debt which may take the following 12 months to pay off. As a result, the Christmas financial hangover is very real. Often when reality bites in January, it can be a major problem.

Debt Management

For many households, additional spending is manageable and by the shrewd use of credit card transfers, interest free credit and staggered payments – the debt is under control. It may lead to belt tightening for the first few months of the year, but isn’t a problem. However, this may change is there is illness or redundancy for the bread winners in the family. Without suitable income protection policies, manageable debt can quickly become unmanageable.

Some households over-extend during the Christmas period, leading to completely unmanageable levels of debt which they struggle to repay once the part season ends. It’s vital these people seek support sooner rather than later, engaging with organisations such as National Debtline. The quicker debt advice is sought, the sooner it can be resolved and reduce the impact on credit ratings, additional costs and personal anxiety.

Saascoms Solutions

It’s a fact of life that people will go into debt. For some, they will need help to get back on an even keel. At Saascoms we have developed Resolution, our self-serve debt management portal which empowers customers to manage their debt.

Resolution integrates tools such as income and expenditure calculations, which can then drive repayment decisions and overall debt reduction plans. Customers can make a one off repayment, set up a regular repayment, calculate how long it will take to repay the debt and more.

For clients, Resolution offers instant reporting, a communications platform to customers and a fully branded experience for the client. It can be integrated with Saascoms award-winning platforms Mailmaster and Omnireach, for a full customer service suite.

Conclusion

Debt is a part of everyday life, and Christmas is often a catalyst for additional spending which may lead to unmanageable levels. We all have a role to play in supporting those in debt in terms of managing sustainable repayment plans and education to prevent future episodes. At Saascoms we offer solutions to support both customers and clients