Author Archives: Jason Kemp

Inside Edge

Inside Edge – Summer 2025 Update

Dear Clients and Partners,

Following on from my April 2025 update I wanted to ensure the momentum is kept. As always, it’s been a period of continued growth, exciting developments, and forward-thinking innovation here at Saascoms.

Strong First Half Performance

We’re pleased to share our year-on-year growth for the first six months of 2025 has reached an impressive 15% across our core services. This result is a testament to the dedication of our team and the trust and collaboration we continue to enjoy with our clients. In an evolving and sometimes challenging landscape, this growth underscores our position as a reliable and results driven partner.

Newsletter Launch — Join Us!

Our recently launched Saascoms newsletter is off to a strong start, boasting 50% engagement metrics, a figure that reflects real interest in the insights we’re sharing. If you haven’t already, we’d love for you to register at https://saascoms.com/ . Our aim is to provide a mix of technology updates, contact and engagement trends, insightful blogs, product news, and industry reports. Designed to keep you informed and ahead of the curve.

On the Road — See You at MALG in November

We’re excited to announce that Saascoms will be exhibiting at the Money Advice Liaison Group (MALG) Conference on November 13th in Leeds. This is a fantastic opportunity for us to connect in person with both current and future clients within the Credit & Collections space. If you’re attending, please do stop by, we’d love to chat.

Tech Development — Eyes on the Future with Omnireach

Innovation continues to be a core pillar of our business, and we’re pleased to share that we are in the early development stages of introducing RAG (Retrieval-Augmented Generation) within our Omnireach platform.  RAG will take our conversational AI solution to the next level of our NLP.  While still in its infancy, this enhancement is part of our ongoing commitment to investing in intelligent, agile communication tools that evolve alongside client needs and industry demand.

Looking Ahead

The pace of change shows no signs of slowing, and neither do we. With solid performance under our belt and a roadmap full of exciting initiatives, we remain focused on delivering high-impact solutions, fostering client success, and shaping the future of communications.

As always, thank you for your continued partnership. We’re looking forward to what the second half of the year brings — and we’ll be back with another update soon.

Warm regards,

Paul

Founder, Saascoms

Saascoms Email Newsletter

Saascoms Email Newsletter Launches

Introduction

Saascoms has recently launched a Monthly Email Newsletter for clients, Prospects and Supply Partners. In the making for some time, the new email newsletter is designed to keep everyone who reads it up to date with what’s happening at Saascoms.

Content

The Saascoms Email Newsletter includes the following information and articles on a monthly basis, these are namely:

  • Company News – developments in our team, business growth and events we may be attending.
  • Product News – either a focus on one of our award winning software platforms such as Omnireach, or news of updates and new software launches.
  • Industry News – anything of note in credit and collections, fintech, contact centre and the customer services world we think is relevant.
  • Featured Blog – each month Saascoms selects a blog from our extensive archive to feature, we think they are well worth a read.

Aims & Feedback

At Saascoms we have great relationships with our clients but are always seeking to build on that. The Saascoms Newsletter is one example of how we are sharing our experience and knowledge. We welcome feedback from our Clients and Prospects as to the content we share, and how our software may be developed further.

More Information

The Saascoms Email Newsletter technology is provided by the Wizemail platform which is both secure and feature rich. Just like Saascoms award winning software. If you would like to sign up for our newsletter please enter your email address at the foot of our home page.

 

household debt

Should we worry about Household Debt?

Introduction

According to the government, the average UK household debt in 2024 was 125% of disposable income, putting the UK in the top half of OECD spending. With more people in debt than ever before, volatility in interest rates and a cost-of-living crisis, the question is should we worry about household debt?

The UK’s Debt Position

We are a credit using nation, from cards to Klarna, mortgages to car loans, the UK population has been encouraged to ‘buy now and pay later’ from an early age. Socially and culturally credit is both acceptable and affordable. However, the Scandinavians and Australians leave the British behind with up to 227% household debt versus disposable income. At the other end of the scale people of the Czech Republic stand at less than 60%.

debt consultation

Why the Disparity?

For Scandinavians and Australians property prices lead to higher mortgages and therefore greater debt. A strong economy for both regions gives people and institutions the confidence to lend more, meaning the question should we worry about household debt isn’t a significant consideration for these nations. There is confidence in getting employment and in the welfare state, so leveraging credit isn’t seen as a major risk.

At the other end of the scale, people in countries where the economy isn’t stable, employment not as plentiful, wages not as high and property cheaper, credit isn’t as popular. Examples would include Greece. Also, culturally credit may not be popular. For instance, in Germany credit and debt are frowned upon and something to be avoided and not embraced, so debt stands at 78% of disposable income.

Is Household Debt a bad thing?

‘Buy now pay later’ can help with people’s lifestyles and life changes. A growing family might necessitate a larger car or house, by waiting until you can pay cash for either, the kids might have grown up! A young person might go into debt to fund their education, viewing it as an investment in themselves and a promise of a higher salary in the future.

For the economy, the ability to borrow or receive credit can help smooth out downward periods in the economic cycle and reduce shocks to both households and the economy. Cheap credit may also stimulate the economy as people may borrow more when interest rates are low and increase their spending.

household debt

So should we worry about Household Debt?

We should worry about irresponsible lending or irresponsible borrowing. Households living beyond their means with no contingency fund, unemployment cover or disposable assets are at risk of a major shock should health or employment be affected.

Lenders who are not prudent about who they lend to are also in danger of making serious mistakes with lasting consequences (the financial crash of 2008 still has repercussions today).

Individuals, households, lenders, regulators and the government all have a responsibility when it comes to credit and debt. The impact of financial hardship on a household is second only to health in how it can change lives – and not for the better. Managed debt can help households thrive and enjoy life, going on holiday, buying a dog, extending the home. Ultimately life is for living and we only get one chance at it.

Conclusion

The UK is a nation which utilises credit but is by no means the highest in the OECD. We have strong financial rules put in place by the FCA and other regulators, however we have a weak welfare state when it comes to looking after the middle classes in times of unemployment. As a rule a household should have 3-6 months contingency to cover outgoings should health or unemployment affect earnings, this is the accepted cushion to minimise financial hardship.

At Saascoms we develop software widely used by the credit and collections industry, and have a unique view of the market from both sides.

Contact Centre Costs

Contact Centre Costs – the top 5 pain points

Introduction

The digital world has seen a steady increase in online purchases, services moving from the high street to the desktop and a move towards remote customer service. Contact centres have been steadily growing to cope with demand, their remit varying from outbound sales to inbound enquiries and service. Although It is a competitive industry, contact centre costs are key to winning business or maintaining profit margins.

contact centre costs

What are the top 5 contact centre costs and how can Saascoms awards winning software support organisations to reduce these:

Labour Costs

The number one expense for any contact centre is people. This includes salaries and taxation, hiring and training, wellbeing and personnel support. Saascoms Omnireach digital chat platform can assist in taking the administrative tasks away from contact centre agents such as ID&V, which on average reduces agent time by 2 minutes – making agents more productive or reducing the headcount required.

Technology & Infrastructure

Telephony, CRM software, IVR systems, ongoing maintenance, updates and licencing are all significant call centre costs. Saascoms software including Omnireach, Resolution and Mailmaster can all be installed within a few days with no fixed term contract and a pay by use commercial model. Saascoms software is cost effective no matter what size of organisation because of these benefits.

Real Estate & Facilities

Office rent, utilities, furniture and equipment are all required to accommodate call centre staff. Hybrid models still require remote equipment and potentially appropriate furniture. Saascoms Omnireach digital chat platform operates 24/7/365, using advanced AI to resolve customer queries. Examples may include making payments, checking a balance, initiating a return, checking account details and more. As a result, Omnireach reduces the overall physical agent requirement. This has a knock-on effect for the overall size of contact centre and requirement for remote out of hours physical support.

Compliance & Security

ISO, Cyber Security, GDPR, Audit and Call Recording are all costs incurred by a contact centre. Saascoms is ISO27001and Cyber Essentials Plus. Our software platforms are built and hosted in the UK. Plus our client data is also stored in the UK, providing our customers with all the security they need. Saascoms is also an approved G Cloud HMRC supplier, another measure of our security and compliance levels.

Customer Experience

Monitoring, feedback, analytics and performance management all measure how a contact centre is performing and are essential in ensuring quality. At Saascoms our platforms have built-in reporting suites to interrogate data. Our AI learns and improves outcomes and our client CSAT scores improve by an average of 12% using Omnireach and Mailmaster. As a result, our clients can further improve their performance in a virtuous circle.

Conclusion

Summing up at Saascoms we live and breathe contact centres and understand the key contact costs. Our software platforms are designed to reduce costs, improve efficiencies and increase performance. Arrange a demo with our team to see just how our award winning technology can support your organisation.

Contact Saascoms
improving customer engagement

Improving Customer Engagement using Omnichannel Solutions

Introduction

Customer engagement hasn’t changed radically. Customers require information and answers in a timely and convenient manner in a format they understand. What has changed is the channel the information is conveyed in. Long gone are the days when the high street, catalogue or telephone fulfilled consumer demands. Improving customer engagement now requires a digital omnichannel approach.

The Omnichannel Approach

Multichannel or Omnichannel – what’s the difference? Put simply, multichannel is different formats of communication that don’t cross over. Imagine a six-lane motorway where no one can overtake, each lane represents email, webchat, social media, SMS, telephone and WhatsApp. So a conversation (or marketing campaign) must start and end in the same lane. Omnichannel allows the vehicles to swap lanes, so a conversation (or marketing campaign) can switch from one form of digital communication to the other. Relatively clear?

The Omnichannel Benefit

For the customer or the business provider, Omnichannel delivers the best experience. Take for instance our award-winning contact centre digital chat platform, Omnireach. Customers can communicate over webchat, email, SMS, social media and the contact centre agent sees all the information on one screen. Easier and more convenient for the customer, yes; easy for the Agent to get up to speed quickly on the query, yes.

improving customer engagement

Customers expect a seamless digital experience. They see an offer on social media, click through to a website, chat with a bot then submit an order or request through email. Organisations that can pull all the communication strands together are improving customer experience.

Omnireach – the omnichannel solution

Omnireach by Saascoms is utilised globally by over 700 brands, powering their customer experience. It is quite simply the ultimate digital chat platform. Whether you are using web live chat, text messaging, Email, WhatsApp, Messenger or other social media platform.

Omnireach is powered by AI which can resolve up to 95% of customer queries without needing a live agent, learning through extensive closed data. Where an agent is required to help resolve an issue, Omnireach ensures all prior conversations and communication is delivered onto one screen to speed up resolution.

Omnireach Applications

Such is the flexibility of Omnireach, it is used by a variety of organisations across differing sectors. From banking, credit and collections to retail, utilities and charities, Omnireach brings benefits to anyone looking to have omnichannel two-way customer communications.

Omnireach complements contact centres, reducing administrative tasks so agents can focus on more complicated resolutions and customer issues. The powerful AI delivering proven results in improving CSAT scores, creating efficiencies, reducing costs, creating opportunities and improving customer engagement.

Contact Saascoms
global language

Customer Service Language Translation – the Omnireach solution

Introduction

In a modern world, a multi-lingual society can pose either a problem or an opportunity for business. You don’t bring your credit rating with you when you migrate, or your no-claims bonus. (There are specialist financial services for both). However, you do bring your native tongue. And we’re not just talking about migration to Britain, think of your average ex-pat in Spain – language can be a barrier. So customer service language translation needs a solution.

The Language Barrier

As we’ve often discussed, the purchase of a product or service tends to be the easy bit. It’s when it goes wrong, there is a dispute or an issue that challenges occur. Now add a non-native dialect, and customer service language translation becomes an important element of the journey.

Contact Centres cannot be expected to have language experts covering every customer preference. In the UK 10% of the population list English as not their main language, and within that 10% there are at least 15 languages spoken by over 100,000 people.

As a result, a translation solution is an important tool in the pursuit of customer service excellence.

AI translation

The Omnireach Solution

The award-winning digital chat platform utilised by 700 brands globally, Omnireach has the functionality to translate 92 languages across email, chat and SMS. Omnireach is powered by AI which resolves up to 95% of customer queries and handles administrative tasks such as ID&V. Within the platform Omnireach can detect and respond to different languages.

Should the customer be referred to a live agent, Omnireach offers a one click translation service. The agent clicks on the incoming message for instant translation, composes a response and once again a single click translates the message back for the customer. As a result the customer receives a seamless two-way conversation across email, text or webchat.

AI translate

Conclusion

Omnireach removes the need for expensive translators and empowers every agent to communicate across 92 languages, providing a simple and effective solution. For customers the initial digital journey is handled by AI communicating in their preferred language. Customer service language translation is a built in function of Omnireach, a standard feature of Saascoms award winning software.

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closing down bank branch

The personal touch in Finance and Banking, where has it gone?

Introduction

For a number of years it has felt like the personal touch in finance and banking has gone, with most customers treated not as an individual but as a numerical exercise. Long gone are the days of sitting with your Bank Manager to discuss a Mortgage or Loan, or even a Financial Advisor to discuss your Pension contributions and retirement forecast.

So we’re asking, where has the personal touch gone?

Regulation

The UK has some of the most stringent financial regulations in the world, introduced to protect consumers, businesses and the wider economy from financial malpractice, fraud, unnecessary risk and economic shocks. However, the result of this regulation has been to channel both consumers and financial institutions into a very binary way of doing things. In an effort to protect both parties, the ‘computer says no’ approach to decision making has taken over.

Resolution

Financial Advice

Where financial advice is given, there is a great responsibility for the advisor to get it 100% right, 100% of the time. However, without a crystal ball to understand the wider economy and customers ever changing personal circumstances, this is all but impossible. As a result, many financial advisors focus on high-net-worth individuals where their time and effort will be rewarded at a greater level than less wealthy individuals. Quite simply the advice charges on £100k investment are higher than for £10k, however the compliance process and paperwork can be broadly similar for the advisor.

Automation

To avoid the liabilities and responsibility that come with offering financial advice, there are now online platforms for everything from Crypto to Pensions, ISA’s to Share Funds. The responsibility for making the choice lies with the individual and not the company, which leaves the consumer in a tricky position if they do not fully understand all the risks. A world of information to make sense of.

Man v Robot

AI v Human

Individual Decision Making

Regulation has all but eliminated individual decision making from the personal touch in finance and banking. The days of the Bank Manager or Mortgage Advisor making an informed decision on your general custom, financial history, employment history and even your family standing are now gone. Regulated financial institutions now take a holistic view of decisions using comprehensive questionnaires, AI, credit ratings and algorithms. Head office sets the standards for branches and contact centres to follow.

High Street Banking

A ‘Banking Hub’ was not even a consideration 10 years ago, but in a time when finding a high street branch is like finding a needle in a haystack, they are a lifeline for many people. For complex questions, a friendly face or help that isn’t available on the App, the bank branch is still essential for supporting individuals. The Nationwide has even integrated this into recent marketing campaigns!

So is there no sign of the personal touch in banking and finance?

High Net Worth Individuals

If you’re lucky enough to be wealthy you may bank with a boutique institution, have a Business Accountant or Independent Financial Advisor. If not, you may face the same challenge as many of us, making financial decisions based on advice from friends and family, comparison sites and the likes of Martin Lewis (who we are a fan of). We would advise you do seek out a Financial Advisor for a review regardless of your net worth.

Angel Investors

Individuals or organisations such as Purple Shoots are more likely to look at a combination of the individual and business plan to make a decision about offering financial support. If you are an entrepreneur and the banks have turned you down, don’t give up hope, you may find a ‘dragon’ willing to invest.

Support Organisations

On the other end of the scale, if you are in debt there are agencies which have skilled professionals who you can talk to. These include Step Change Debt Charity, National Debt Line, Business Debt Line, Citizens Advice and Money Helper.

customer support

Summary

Automation, algorithms and compliance have largely removed the personal touch in finance and banking. However, the digital age has opened up a vast choice of financial products, online guidance, recommendations and reviews. AI advisors are already becoming popular, their ability to crunch a wealth of data and make an almost instantaneous decision very appealing. Indeed, our very own award-winning contact centre software, Omnireach, is heavily built around AI.

However, this blog is based on personal observations by the team in our office, yours may be different…

Contact Saascoms
technology contact centre

Self Service in Customer Contact: Empowerment, Efficiency, and the Saascoms Approach

Introduction

In an era where digital convenience is expected, self-service in customer contact has evolved from a “nice-to-have” to a critical pillar of modern customer contact strategies. Consumers increasingly prefer resolving their issues on their own terms, at their own pace, without waiting in queues or navigating complex IVR systems. Organisations that empower customers with effective self-service tools see faster resolutions, reduced costs, and higher satisfaction.

The Self-Service Shift

According to industry research, 76% of consumers now prefer non-voice communication, with a growing number actively seeking out digital-first solutions. From managing bills and disputing charges to updating account information and scheduling payments, customers expect these interactions to be available on-demand, 24/7.

But self-service doesn’t mean impersonal. When designed thoughtfully, it enhances customer experiences by removing friction and offering immediate access to help—no hold music required.

Saascoms: Putting Customers in Control

At the forefront of this self service in customer contact revolution is Saascoms, whose omnichannel platform, Omnireach, and self-service portal, Resolution, are reshaping how contact centres operate.

Resolution is a white-label, browser-based portal that allows users to:
– Make secure payments (including Open Banking)
– Adjust repayment plans
– Complete income & expenditure forms
– Upload documentation
– Initiate disputes or service requests
– Access support content—all without needing to speak to an agent

It’s fully customisable and integrates directly with a business’s existing CRM and contact strategy. This makes it seamless for customers and powerful for organisations looking to reduce agent load while improving engagement outcomes.

Meanwhile, Omnireach ensures that if a customer does need help, they can switch from self-service to live support effortlessly—via SMS, WhatsApp, email, webchat, or social media. The platform’s AI chatbot, Saasbot, detects intent and sentiment in real time, offering contextual support or escalating to a live agent when needed. Vulnerable customers are identified automatically and routed accordingly.

Real Results, Real Engagement

Saascoms’ clients have seen dramatic benefits from embracing self-service:
– A 33% reduction in call wait times
– Digital agents handling 3x more accounts than their human counterparts
– Over £288,000 collected via self-serve payments in just one campaign
– Identification of 95% of vulnerable customers before agent interaction

Self-service, powered by smart design and AI, isn’t about replacing people, it’s about augmenting support, enhancing access, and enabling faster, fairer outcomes.

The Bottom Line

Modern self-service doesn’t just streamline operations, it changes the nature of the customer relationship. It gives people autonomy, reduces friction, and allows businesses to focus human effort where it matters most.

Saascoms shows that the future of customer contact isn’t voice-only or digital-only, it’s choice-first. And when customers are given the right tools, they choose self-service more often than not.

Customer experience

Why Customer Experience Is Saascoms’ Competitive Advantage

Introduction

In an industry where products, prices, and strategies are easily mirrored, Saascoms has built its success on a less imitable, but far more powerful differentiator. Customer experience and digital engagement.

For debt recovery agencies, financial services, and utility providers, where the stakes of every interaction are high, the quality of communication can make the difference between resolution and resistance. Saascoms UK developed software is at the forefront of contact centre solutions.

From Support Function to Strategic Driver

Customer experience is no longer a back-office function. At Saascoms, it’s central to the value we deliver. Our platforms, Omnireach, Resolution and MailMaster are designed not just to handle communications, but to enhance them, automate them, and make them meaningful at every touchpoint. We enhance both client and customer communications, delivering a ‘win win’.

Customer experience isn’t just a service benefit, it’s a business strategy.

How Saascoms Helps Clients Turn Service into Differentiation

1. Personalised, Intelligent Interactions at Scale

With over 150 million conversations analysed, our AI-powered platform learns from real dialogue. That means smarter responses, faster resolutions, and a service experience that feels individual, even at scale. Our AI is tailored for each client and learns from their customer interactions. For instance, in debt collection our AI can identify over 93% of vulnerable customers at the digital interaction stage.

2. Truly Omnichannel Communications

We don’t just offer every channel, we unify them. SMS, email, webchat, WhatsApp, and social media are all managed through a single interface using Omnireach. Whether your customer begins their journey via a secure digital letter or a chatbot, every interaction is tracked, contextualised, and ready for seamless continuation across platforms.

3. Empowering Agents with Data and Automation

Omnireach doesn’t replace agents, it empowers them. Our platforms offer real-time customer insights, reduce repetitive admin through automation, and free agents to focus on what matters, human connection.

Trained on real-world data, our AI spots vulnerable customers early and prioritises escalation, making each interaction more effective and empathetic.

4. Proactive, Always-On Engagement

With 24/7 service capability, our tools do more than respond, they anticipate. Whether it’s automated payment reminders, affordability guidance, or real-time alerts, our systems help clients stay one step ahead of customer needs.

Resolution, the latest addition to our platform suite puts self-service debt management in the hands of customers, improving satisfaction and reducing pressure on contact centres.

Measurable Results, Meaningful Outcomes

– Reduction in customer wait times as Omnireach and Resolution deliver automated responses.
– Increased out of office resolutions, our ‘Saasbot’ is available 24/7.
– £Millions saved using Mailmaster digital letters versus traditional post.
– Increase in resolutions as AI can solve up to 90% of customer queries.

Final Word: At Saascoms, Experience Is Strategy

In a sector where compliance, cost control, and customer sensitivity intersect, delivering exceptional customer experience is not optional, it’s a strategic imperative. By building smarter systems and putting user experience first, Saascoms helps clients deliver the kind of service that’s remembered for the right reasons.

Customer experience isn’t just how we engage. It’s how we lead.

Contact Saascoms
Conversational RCS

Why SPF, DKIM & DMARC in DNS are essential in Email Marketing

Introduction

In 2024, Google and Microsoft announced stricter email requirements for domains sending large volumes of email. Their goal? To protect users from spam and phishing by enforcing domain authentication via DNS. Now they are essential in email marketing for Google and Microsoft requirements.

Bulk emailers who send more than 5,000 messages per day from the same domain, or subdomains, to one of the consumer email platforms (hotmail.com, gmail, etc), will need to configure SPF, DKIM, and DMARC in their DNS records. If the domains are not correctly configured messages may be rejected or land in spam folders, even if they are completely legitimate.

Let’s break down what these protocols do, why they’re now required, and how to get compliant.

Essential in email Marketing – DNS Records

  • SPF checks the sending server IP.
  • DKIM checks the signature.
  • DMARC combines results and applies the policy.

SPF – Define Authorised Senders

Sender Policy Framework (SPF) is a TXT record that informs receiving servers which IP addresses or services are allowed to send email on behalf of the domain.

DKIM – Digitally Signs Your Emails

DomainKeys Identified Mail (DKIM) sign each email with a private key. The public key is stored in the sender DNS. This tells receiving servers the message hasn’t been tampered with and really came from the authorised sender. Saascoms provides unique records for each client domain.

DMARC – Enforce Policy and Monitor Abuse

DMARC (Domain-based Message Authentication, Reporting & Conformance) informs email providers how to handle messages that fail SPF/DKIM checks—and sends you reports about suspicious activity.

Google and Microsoft now require a valid DMARC policy from all bulk senders. Without it, your emails may be silently dropped.  The minimum policy setting is ‘p=none’, which should ensure sender emails are received by the recipient.

What’s Changing?

Both Google and Microsoft now require that bulk email senders:

  • Use SPF or DKIM to authenticate their email.
  • Publish a DMARC policy in DNS.
  • Use a domain they own (not @gmail.com, @outlook.com, etc.) for ‘from’ addresses.

Conclusion

If you are sending bulk emails from marketing campaigns to system alerts you must authenticate your domain via DNS. Google and Microsoft are now enforcing what should have already been best practice, it is now essential in email marketing.

  • Set up SPF and DKIM to prove you sent the email.
  • Publish a DMARC policy to enforce protection.
  • Monitor reports to stay ahead of abuse.

At Saascoms we’ve been advocating SPF and DKIM records for some time, it is important that your DMARC record is verified as compliant, and added if not. Organisations failing to do so will not only damage delivery rates, customer engagement and brand trust; it will eventually prevent emails being delivered. Our Mailmaster software is fully compliant and can support your email marketing objectives.

Contact Saascoms