How Avtal increased recovery rates by more than 50% with SMS and email

Avtal, a US-based financial services technology company, is focused on transforming how debt collection agencies and creditors collect on delinquent accounts. Instead of relying on traditional call centers, they make it possible for consumers to resolve accounts through familiar channels like SMS and email. Agencies increase recovery rates, while consumers get a friendlier, more transparent experience.

Traditional debt collection methods leave many people hesitant to respond at all. Confusing communication, unfamiliar caller IDs, and conversations with agents focused on quotas erode trust and keep accounts unresolved. Avtal set out to fix that.

To deliver on its mission, Avtal needed a messaging partner that could provide direct carrier connections, handle compliance in a heavily regulated industry, and scale up to millions of messages every month — which is why they chose Sinch.

With Sinch, Avtal can reach consumers securely and effectively on the channels they’re used to. Sinch makes sure all messages meet carrier and regulatory requirements, supporting everything from 10DLC to short code registration, and even preparing for new channels like RCS. Sinch’s reliability, compliance, and scale made it a natural fit.

With Avtal, consumers receive a simple text or email with a link to a payment portal. They can view balances, enroll in payment plans, or dispute charges without ever having to pick up the phone. Being more flexible means customers are more likely to engage, building trust and delivering stronger outcomes for Avtal’s clients.

The results are clear: recovery rates have increased, and messaging volumes are growing rapidly, with seven million messages sent in a single month and 20 million per month expected by the end of 2025.

Khaled noted, “With us, they’re able to introduce SMS or MMS or RCS and email as a new channel. And what we’ve seen is that as a result of doing so, the recovery rates have increased by 50 to 70%, depending on the industry.”

 What started as a search for reliable messaging infrastructure has grown into a collaborative partnership. Sinch not only provides the technical foundation but also works closely with Avtal’s team to plan for new features, troubleshoot issues, and prepare for future growth.

“There’s a ton of documentation that makes it friendly for our engineering team. And then on the support side, we get amazingly quick responses,” Khaled said.

 With Sinch handling the complexity of scaling messaging, Avtal can focus on its goal of making account resolution more transparent, respectful, and effective.