Author Archives: Jason Kemp

right number contact

Why the Right Contact Number Matters for GDPR and Your Customer Strategy

Introduction

In our digital world customers expect instant, personalised communication, so having the right contact number might seem like a small detail. In reality, it’s one of the most important foundations for both data protection compliance and effective customer engagement.

Whether you’re running customer services, marketing campaigns, or day-to-day operations, accurate contact data is essential. Here’s why having the right contact number matters.

personal data security

Accurate Data Is a GDPR Requirement

Under the GDPR accuracy principle (Article 5), organisations are required to keep personal data accurate and up to date. That includes something as simple but as critical as a phone number.

If a number is wrong, several compliance issues can arise:

  • You may end up contacting the wrong person, which means you’re unlawfully using someone else’s personal data.
  • You may fail to reach the real data subject about important matters such as account updates or security issues.
  • You increase the risk of complaints, breaches, or regulatory scrutiny.

Correct contact information is more than good practice, it’s part of your legal obligation to protect individuals’ data and ensure it’s used appropriately.

It Strengthens Your Customer Contact Strategy

Accurate phone numbers aren’t just about compliance. They directly affect the quality and efficiency of your customer interactions.

When your data is clean and correct, you benefit from:

  • Higher contact rates for service and sales activity.
  • Reduced operational costs, as teams spend less time on failed calls.
  • Stronger customer engagement, driven by timely and relevant communication.
  • Better trust and brand perception, built through consistent and reliable outreach.
  • Improved analytics and personalisation, because your segmentation is based on accurate data.

Wrong numbers don’t just waste time, they weaken customer relationships and reduce campaign performance which in turn inflates costs.

personal data protection

Compliance and Customer Experience Go Hand in Hand

Organisations often treat GDPR and customer experience as separate priorities, but in this case, they work together.

Accurate contact data allows you to:

  • Stay compliant
  • Communicate effectively
  • Deliver better customer outcomes
  • Support a consistent, confident brand experience

In short: Accurate phone numbers = compliant data = effective engagement.

The Saascoms Solution

Maintaining the right contact number might seem like a small task, but it’s a powerful lever for protecting personal data, improving customer satisfaction, and strengthening your overall contact strategy. It’s a simple win with a big impact legally, operationally, and commercially.

At Saascoms we not only offer number validation services to clean up your data, but can take both landline and mobile combined (not a universal service). This service, then combined with our Mailmaster secure digital letters can provide an effective customer communications solution.

Christmas and the cost of living crisis

Christmas and the Cost of Living Crisis

How to keep the Festive Cheer with budget cuts and price increases

Spare a thought that around four million adults will use credit to pay for Christmas this year. Of those, 60% expect to borrow more than last year due to the cost-of-living crisis. Plus, over 40% of those using credit will take over six months to repay it and for some – it will take a year. For many families Christmas is a time of stress and financial juggling, the pressure of delivering a magical family time very real. In this blog we look at how Christmas and the cost of living crisis can be managed.

Saascoms Experience

At Saascoms we develop award-winning contact centre software which is relied upon by debt collection agencies around the globe. We understand that during most people’s lives they will encounter financial hardship at least once. Christmas is a time for family and celebration – but not worth getting into debt for.

Our Resolution platform is a self-serve debt management portal which enables customers in debt to manage repayments. It also enables customers to conduct income and expenditure checks before setting repayments – to further help with repayment plans.

Our Christmas Tips

  • Set an affordable budget and stick to it.
  • Look for preloved, nearly new and refurbished gifts to save money.
  • Take a tip from Martin Lewis and agree with friends and family not to buy gifts for each other if you can’t afford it.
  • Prioritise essential bills.
  • Shop smartly across different supermarkets taking advantage of all the offers.
  • Don’t buy too much food! If you do then freeze it, don’t throw it!
  • If you go ‘out out’ take cash – then you can’t overspend.
  • Christmas lasts a few weeks, think about the rest of 2026.
  • Buy presents that are redeemed next year – for instance reveal the family summer holiday on Christmas Day. It still feels like a gift, even if it’s in the future.

Happy Christmas

Christmas and the cost of living crisis need not spoil the festivities, either in the run up or the new year hangover. By setting a few sensible rules most families can enjoy a happy Christmas, focused on spending quality time together – not spending on credit.

Credit & Collections Technology Awards 2025

WINNERS! Credit & Collections Technology Awards 2025

The Build Up

The Credit & Collections Technology Awards 2025 was held on Thursday November 20th at The Midland Hotel in Manchester. The event celebrated the successes and achievements of organisations using technology to drive positive consumer outcomes in the industry. Held since 2017 and organised by Credit Connect, the awards are highly regarded and a key part of the industry calendar.

The Main Event

Saascoms had been shortlisted for 10 awards on the night, itself a testament to our innovative software platforms Mailmaster, Omnireach and Resolution. All three have been adopted by the Credit & Collections industry to support contact centres and customer service teams when dealing with consumers in debt.

At the awards ceremony Saascoms received two awards:

  • Contact Centre Solution – for Omnireach, our omnichannel digital contact centre software platform.
  • Machine Learning in Credit & Collections – for the AI engine that powers Omnireach and delivers AI solutions to speed up resolutions and reduce administration.

Awards History

Saascoms has a strong history at the Credit & Collections Technology Awards, first winning in 2019 for Customer Engagement Solution. This was followed up in 2021 and 2022 with the Artificial Intelligence Award.

From 2022 through to 2025 Saascoms has consistently been the winner of the Contact Centre Solution. This is a unique achievement and testament to the excellence of our Omnireach platform. Four awards in any industry is an exceptional result!

In addition Saascoms in 2023 and 2024 Saascoms was awarded the ‘Premier Power Company’ in the Credit & Technology Awards. To achieve this we beat 250 organisations including the likes of British Gas, Admiral, Natwest Group and Virgin Money.

We await a final decision on our position for 2025…

Looking Ahead

Although awards do not drive Saascoms to produce industry leading software for contact centre and customer services – they do help! Awards reaffirm our position to our clients that we offer market leading solutions. Our success at the Credit & Collections Technology Awards 2025 is therefore appreciated.

Saascoms is based on innovation, developing existing and new solutions, adapting technologies and implementing them to deliver real client benefits. Get in touch for a demo of our award winning software solutions.

 

 

 

Money Advice Liaison Group Conference

Money Advice Liaison Group Conference 2025

Introduction

On Thursday November 13th, Saascoms attended the Money Advice Liaison Group Conference 2025 at the Aspire Building in Leeds. Our first trip as either a delegate or exhibitor, Saascoms was represented by founders Paul Nield and Darren Swailes.

Delegates from across the credit and debt services industry were in attendance, from companies looking to manage arrears, to organisations offering help to those requiring financial assistance.

MALG Conference 2025

Conference Format

The MALG Conference is a one-day event and combines an exhibition with 20+ stands, keynote speakers, seminars and networking opportunities. Approximately 200 delegates from across the industry are in attendance. The conference has been held since 1987!

Saascoms were in attendance with our branded stand and video demonstrations of our key software platforms including Resolution, Mailmaster and Omnireach. All prepared by Nuddy Media Marketing.

MALG Conference 2025

Highlights

To encourage visitors to our stand, Saascoms offered the chance to win a Samsung Galaxy Tab for anyone who signed up to our monthly newsletter. This was a great way to drive traffic to the stand. Throughout the day we had a number of productive conversations with utility companies, collection agencies and support groups. You can sign up to our newsletter HERE.

The event was highly organised, well attended and had a packed programme of activities. The seminars ranged from AI to Consumer Protection, all subjects complementary to the MALG mission of ‘working together to improve the lives of people with problem debt.’

MALG Conference 2025

Follow Up

With the dust settling on the Money Advice Liaison Group Conference 2025 Saascoms is busy following up on conversations, Linking In with new contacts and about to make the draw for the Samsung Galaxy Tablet. The conference has helped raise our profile even further, to new potential clients and partners. Time will tell if the conference has paid for itself and we return in 2026.

Money Advice Liaison Group Conference

Tap

How Saascoms Can Help Water Companies Meet Ofwat Pay Fair Guidelines

Introduction

The Ofwat “Pay Fair” Guidelines place fairness, transparency and empathy at the heart of how water companies engage with customers. Especially those customers facing financial difficulties or vulnerability. For the water sector, this means ensuring every customer receives clear communication, flexible payment options, and tailored support.

Saascoms is a UK-based developer of award-winning communication and customer engagement software. We provide contact centre software and debt management platforms which provide digital self-serve tools for customer account management. Our platforms include Omnireach, Mailmaster, and Resolution. 

water treatment

Credit & Collections Pedigree

For the last two years Saascoms has been Number 1 in the Credit & Technology Awards Power 250, testament to our experience and expertise in the industry. This primarily down to:

1. Proactive, Empathetic Communication

Omnireach centralises all digital communication channels including SMS, email, WhatsApp, social media, and webchat into a single platform. This would enable Water Companies to engage customers in their preferred way, at their chosen time, with messages that are consistent, traceable, and compliant.

Using AI-driven sentiment analysis and natural language processing, Omnireach can:

  • Identify vulnerable customers early, in line with Ofwat’s fairness and inclusivity principles.
  • Detect language indicating financial distress, bereavement, or health issues.
  • Automatically signpost customers to relevant support, such as payment plans or external advice services before escalation.

This ensures every customer is treated with empathy, consistency, and speed, fulfilling Ofwat Pay Fair Guidelines “getting help to those who need it most.”

2. Flexible Self-Service Payment Options

Saascoms’ Resolution is a self-serve debt management platform giving customers full control of their accounts. It may be white-labelled for Water Company customers to:

  • View balances and billing details in real time.
  • Complete income and expenditure assessments.
  • Set up or adjust affordable payment plans using Open Banking.
  • Raise disputes, upload documents, or speak with an agent via secure webchat.

By empowering customers to self-manage payments 24/7, Water Companies can meet Ofwat’s guidance to “provide flexible options that prevent debt build-up and support affordability.”

3. Data Security and Regulatory Confidence

All Saascoms systems are ISO 27001, Cyber Essentials Plus and G-Cloud accredited, with data hosted securely in the UK. This ensures compliance with GDPR and Ofwat’s data handling expectations, while giving both customers and providers peace of mind that sensitive information including financial or health-related data is protected.

4. Identifying and Supporting Vulnerable Customers

Saascoms’ AI technology identifies over 97% of vulnerable customers for its existing utility clients. By analysing over 150 million real customer interactions, our algorithms recognise key triggers that indicate vulnerability, such as language related to anxiety, income loss, or illness.

Once detected, the workflow automatically prioritises these customers, routing them to trained agents or support services. This proactive approach aligns with Ofwat’s call for “a consistent, compassionate response to customers in vulnerable circumstances.”

5. Enhancing Efficiency and Reducing Cost-to-Serve

Digital engagement reduces paper costs, speeds up response times, and allows teams to focus on complex cases. For one client, Saascoms’ solutions cut digital response times by over 90% and increased vulnerable customer identification by 10–20%.

For Water Companies, this means:

  • Lower administrative overheads.
  • Fewer missed payments and disputes.
  • Improved customer satisfaction and trust.

6. Transparent, Measurable Outcomes

All interactions within Saascoms platforms are fully auditable, giving companies the ability to evidence fairness, consistency, and compliance, a crucial requirement under the Pay Fair guidelines. Dashboards provide real-time reporting on outcomes such as resolution times, payment conversions, and customer sentiment trends.

water fight at the beach

Conclusion

Water companies are under increasing pressure to balance financial resilience with social responsibility. By leveraging Saascoms’ digital engagement and AI platforms, providers can ensure they communicate with empathy, empower customers through choice, and meet every element of Ofwat’s Pay Fair expectations, all while improving operational efficiency.

Fairness, flexibility, and future-proof digital engagement — that’s the Saascoms way.

Business SMS Messaging

Business SMS Pricing – Ofcom Announces New Measures

Introduction

Business SMS pricing – Ofcom announces stability in the pricing market until the end of 2028. Great news for every bulk SMS user. If you regularly use bulk SMS services, you may have noticed that regardless of your aggregator or supplier, charges are subject to change without notice. Over the last few years, Ofcom noticed the level, frequency and notice period that Mobile Network Operators were increasing prices was unacceptable.

What’s Changed?

The charges apply to the A2P SMS Termination or ‘Application to Person Short Messaging Services.’ In a nutshell, this leads to an increase in SMS rates. Following an Ofcom review, network providers have come to a voluntary arrangement which should protect customers until the end of 2028. This includes:

  • Only one price rise per annum.
  • Price rises to be capped at an agreed level with Ofcom.
  • Minimum 60 days notice of price rises.

For Saascoms and our clients, these new agreements will provide greater price stability, fewer shocks and enable more effective campaign planning. As a result, txtpro, our bulk SMS solution continues to be a perfect platform for small and SME businesses. and we can ensure business SMS pricing is kept transparent and remove volatility.

What’s The Impact?

Businesses can now plan bulk SMS campaigns safe in the knowledge that there should not be any mid business SMS price increases. This is a real benefit for a communications medium that is proven to deliver results.

Did you know that 98% of UK adults have a mobile phone? And did you know 93% of those receiving a text message read it within 5 minutes? How powerful is that as a form of advertising?

We have developed txtpro to be an easy to use, self-service platform for businesses of all sizes. And of course it’s competitively priced and based on a pay as you go model.

To Finish

At Saascoms we provide bulk SMS solutions for all types of business. Our txtpro self serve platform enables our clients to create and send campaigns with ease. Get in touch for a demo or more information.

Why Call Centre Software with CRM Integration is a Game Changer?

Introduction

Managing customer interactions without context is frustrating for both customers and agents. Imagine a customer calls, and the agent has no access to previous conversations, purchase history, or preferences. We’ve all been there, repeating ourselves for the umpteenth time and getting frustrated. Call centre software with CRM integration solves this problem.

By connecting your contact centre with your customer relationship management system, agents get a complete view of each customer, enabling faster, more personalised support. In this blog, we’ll explore why CRM integration is crucial, key features to look for, and how Saascoms makes this process seamless.

The Problem with Siloed Customer Data

Many businesses operate with disconnected systems:

  • Call centre software manages calls, emails, and chats.
  • CRM tracks customer interactions, sales, and support history.

When these systems don’t communicate, agents spend time searching for information, leading to delays, mistakes, and unhappy customers. Integrating these systems ensures every interaction is informed, contextual, and efficient.

Benefits of CRM Integration in Call Centre Software

  1. Unified Customer Profiles
    All customer data including purchase history, previous support tickets, and preferences is accessible in one place. Agents don’t waste time switching systems.
  2. Personalised Customer Experience
    With a complete view of each customer, agents can tailor responses, recommend relevant products, and resolve issues faster.
  3. Increased Agent Productivity
    Automation and integration reduce repetitive tasks, allowing agents to focus on complex interactions, rather than ID&V or basic checks.
  4. Data-Driven Insights
    Managers can track performance, monitor customer satisfaction, and make strategic decisions based on real-time data.

Key Features to Look for in Integrated Software

  • Omnichannel Support: Manage calls, chats, emails, and social messages from one interface. Saascoms award-winning Omnireach software provides this.
  • Automation Tools: Auto-create tickets, route calls, and send follow-up reminders.
  • Advanced Reporting: Monitor customer trends, agent performance, and sales opportunities.
  • Security & Compliance: Ensure sensitive customer data is protected according to regulations.

How Saascoms Combines CRM and Contact Centre Capabilities

Saascoms Omnireach and Mailmaster software platforms can be integrated into contact centre and CRM systems using our API. Our software delivers:

  • Automatic linking of tickets to customer profiles.
  • AI suggestions for agent responses based on CRM history.
  • Unified dashboards for managers to track interactions, sales, and customer satisfaction.

The result? Faster issue resolution, happier customers, and more productive teams.

Conclusion: Improve Customer Service with Integrated Solutions

Call centre software with CRM integration isn’t just a nice-to-have, it’s a strategic advantage. Businesses that combine these tools can provide personalised, efficient support, improve agent productivity, and make data-driven decisions.

With Saascoms, integration is simple, scalable, and future-proof, helping businesses deliver the customer experiences today’s market demands.

Beat the Odds

Contact Centre Software for Small Businesses: Scale Smarter, Not Harder

Introduction

Small businesses face unique challenges in customer support: limited staff, budget constraints, and growing customer expectations. Yet, providing high-quality support is essential for customer retention and growth. Contact centre software for small businesses provides the tools to manage customer interactions efficiently without the complexity and cost of enterprise solutions.

Saascoms Omnireach is an award winning contact centre platform. It offers scalable, cloud-based digital communications that delivers professional and personalised support while keeping costs under control.

Challenges Small Businesses Face in Customer Support

  1. Limited Resources
    Small teams often juggle multiple responsibilities, leaving little time for managing support efficiently.
  2. Fragmented Communication
    Without centralised systems, calls, emails, and messages can be lost or delayed, frustrating customers.
  3. Budget Constraints
    Small businesses can’t afford expensive on-premises solutions or large IT teams to maintain software.
  4. Growth Demands
    As customer bases grow, support needs increase, requiring flexible solutions that scale without disrupting operations.

Why Small Businesses Need Contact Centre Software

Even with limited resources, small businesses can deliver big experiences by using contact centre software:

  • Centralised Communication: All customer interactions in one place for faster resolution.
  • Automation Tools: Save time on repetitive tasks like ticket creation and follow-ups.
  • Scalability: Add agents or channels as your business grows without major investments.
  • Data Insights: Understand customer behaviour, track trends, and improve decision-making.

Key Features to Look for in Small Business Software

  1. Cloud-Based Access
    No on-site servers or IT headaches, agents can work from anywhere.
  2. Omnichannel Support
    Manage phone calls, email, chat, and social media from a single interface.
  3. Easy-to-Use Interface
    Small teams need software that is intuitive and requires minimal training.
  4. Automation & AI Tools
    Automate repetitive tasks, route inquiries intelligently, and provide agents with smart suggestions.
  5. Reporting & Analytics
    Gain actionable insights to improve efficiency and customer satisfaction.

How Saascoms Helps Small Businesses Grow

Saascoms Omnireach offers a lightweight yet powerful platform tailored for all business needs:

  • Flexible Plans: Affordable subscription tiers with the ability to scale as needed.
  • Integrated Communication: Handle all channels in one unified interface.
  • AI and Automation: Reduce manual work and speed up response times.
  • Real-Time Analytics: Monitor performance and customer satisfaction without complex setups.

By leveraging Saascoms, small businesses and medium sized can compete with larger enterprises by providing professional, efficient, and personalised customer support.

Benefits for Small Businesses

  • Improved Customer Satisfaction: Quick, consistent responses keep customers happy.
  • Increased Agent Productivity: Automation reduces repetitive tasks, freeing up time for higher-value interactions.
  • Cost-Effective Scaling: Cloud-based SaaS reduces IT overhead and infrastructure costs.
  • Better Insights: Track customer behaviour and team performance to optimise support strategies.

Conclusion: Level the Playing Field with Saascoms

Saascoms award winning software includes Mailmaster, Omnireach and Resolution. All are scaleable from small to medium and large businesses. We power over 700 brands globally.

Our commercial model enables any sized business to offer industry leading contact centre software – ensuring they are competitive at every level.

Past Due Credit Solutions

Customer Case Study – Pastdue Credit Solutions

Introduction

For over 15 years Pastdue Credit Solutions has been a client of Saascoms. An FCA regulated debt collection agency and reconnection specialist. Pastdue Credit Solutions work with leading utility, telecoms and government organisations. We would like to share a recent customer case study of our work together.

Saascoms supplies two main software solutions to Pastdue Credit Solutions. Mailmaster – delivering secure digital letters and Omnireach – providing multichannel digital customer communications.

Working together we have been able to adapt our solutions to offer personalisation to Past Due Credit Solutions, in order to provide their customers with a bespoke service.

Customer Requirement 

Bespoke software development was required to comply with a UK Government policy change, with respect to email communications. Rather than conversational email, the new change required email to be delivered as a bespoke, pre-approved templated response, with additional stipulation that email history must be excluded from the conversation history. The timescale for Saascoms to make this change was six working days!

Omnireach, the conversational digital communications platform is used by Pastdue Credit Solutions for several of its clients. Bespoke development was needed to ring-fence the policy change based on the campaign. Saascoms collaborated closely with the customer to design and implement a tailored solution using Omnireach’s library response functionality, combined with enhancements to message management.

Customer Solution

Key elements of the solution included:

  • Library Response Templates:
    Pre-approved, unchangeable templates were set up within Omni Reach, ensuring compliance. Agents could still merge in customer details as needed, while the system prevented unauthorised edits.
  • Email String Removal:
    Outgoing responses using these templates were configured to exclude all prior correspondence history, meeting client specific requirements.
  • Automation via Bots:
    Bots were configured to detect UK Government client-related accounts and automatically issue the required templated responses, reducing reliance on manual handling.
  • Agent Workflow Improvements:
    From the agent’s perspective, customer messages appeared as normal, but responses were restricted to the compliant library templates, simplifying the process while ensuring adherence.

Due to the time sensitive nature of the project, development was fast-tracked. Saascoms worked in collaboration with Pastdue Credit Solutions to clarify requirements, including confirming that library responses were acceptable as the foundation for templates.  Pastdue Credit Solutions also contributed by updating the source code for message management, enabling seamless automation of templated responses.

Jamie McCreadie, Operations Manager, “I want to emphasise my thanks and appreciation to Saascoms, both for the quick turnaround and support on this. It’s much appreciated.”

Conclusion

Saascoms takes pride in working closely with clients to provide award-winning, flexible and bespoke customer service software solutions. The recent customer case study with Past Due Credit Solutions is just one example.

angry customer on phone

What Is Good Customer Service?

Introduction

What is good customer service? Is it answering the phone quickly? Being available out of hours? Having multiple points of contact? Clear FAQ’s and online support? All these can be considered good customer service practices. But when it boils down to it – resolving issues is the number one definition of good customer service.

How did we get here?

It’s a fact things go wrong when customers and organisations transact. Whether it be a service, product or paid advice, the combination of multi-channel communications, human nature and human interpretation can all contribute to a positive or negative experience. Expectations alone can create friction, for instance the quality you expect when buying a Ferrari would differ from buying a Fiat? But also the sense of value should do to. But what if these expectations are not aligned? Customer service problem!

Most customer service issues are easily quantified. Wrong order delivered, order delayed or arrives broken, delivery cancelled by courier, transaction charges applied because bill wasn’t paid, voucher out of date, promotion expired, work not completed satisfactorily, etc.

Annoyed at customer service

five stages of customer service

How do consumers assess customer service?

The real test of good customer service and customer satisfaction is how quickly and efficiently issues are dealt with. For instance, you may still give a restaurant a 5* review even if they mess up your order by bringing the wrong food, or maybe the steak is overdone. That is because (without you asking) they reduce the bill, add a complimentary drink or just say sorry for their mistake.

Quite often customers are left waiting for a resolution, which is where their view of the organisation becomes negative. By ignoring a customer issue it rarely gets better. Even if the complaint isn’t pursued, it may result in bad word of mouth and a future customer lost.

happy lady on a phone

How Saascoms supports good customer service

At Saascoms we develop award-winning software solutions that support call and contact centre operations. By reducing the time your agents spend on day to day administration, security and level level enquiries, your agents can maximise time spent on complex cases.

  • Omnireach – one platform for all your digital communications. Our AI powered software is available 24/7 and can complete ID&V, provide payment information, offer order updates and more.
  • Mailmaster – the pioneer of secure digital letters which not only reduces postal costs but speeds up customer contact, can be integrated with Omnireach to resolve everyday queries.
  • Resolution – our self service debt management portal has been developed to take the stress out of repayments. Customers can manage repayments, set up schedules and more.

At Saascoms we live and breath customer service.