​​Client profile

Snap Finance is transforming consumer retail finance in the U.S. through a flexible lease-to-own model and advanced technology. Their digital-first approach helps customers finance purchases from $150 to $5,000, with full ownership typically achieved within 12–18 months.

The challenge

Snap’s customers expect a modern, self-serve collections experience that matches the rest of their online journey. Additionally, around 15% of their customer base prefers Spanish as their primary language—making multilingual support critical to delivering an inclusive, high-quality experience.

The solution

Snap partnered with InDebted in September 2022 to bring a more intelligent and customer-centric collections experience to their U.S. customers. Through InDebted’s Collect solution, Snap now provides:

• Bilingual support with both English and Spanish-speaking agents across voice and digital channels including email, SMS, and live chat.
  
• Self-serve options via a secure online portal, where customers can customize payment plans, make partial payments, or pay in full—at any time.
  
• Personalised communication powered by machine learning, ensuring every customer gets the right message on the right channel at the right time.

The impact

Between September 2023 and March 2024, InDebted delivered a 33% higher liquidation rate compared to Snap’s second-best performing collections partner. For Spanish-speaking customers specifically, InDebted’s results were even more impressive—59% higher liquidation rates this quarter.

Snap customers also embraced the digital-first approach, with:

• An average 44.5% email open rate over 12 months
  
• More than 75% of customers choosing to self-serve their accounts via the online portal

Client Perspective

“InDebted’s digital debt collection is key to how we support Snap customers who fall behind. They’re the only collections partner who can communicate in the second-most common language, Spanish, with an omnichannel voice & digital offering. With continually high performance and a constant focus on customer experience, we know their quick and easy solution has our customers’ backs.” - Todd Johnsen, Director, Vendor Management, Snap Finance