Intrum is one of Europe’s largest credit management companies, listed on the Stockholm Stock Exchange and operating in more than 20 markets. The company helps businesses maintain financial liquidity while supporting individuals in resolving outstanding obligations responsibly.

In recent years, Intrum has been modernizing an industry long dominated by manual processes and phone-based interactions. A key step in that shift was the launch of a secure self-service portal.

The platform allows customers to log in, review their obligations, set up repayment plans, and track payment schedules whenever they choose – without the stress.

To start, the popular image of debt collection is still very analog. How does Intrum view its role in the modern financial ecosystem?

We are the leading provider of credit management services in Europe, but our mission goes beyond just collecting. We support companies in maintaining financial liquidity, certainly, but equally important is how we help indebted individuals. Our goal is to help people get out of debt in a way that is respectful and tailored to their capabilities.

We want to move away from the stereotypes. Today, it’s about ethical debt management and giving people the tools to resolve their issues with dignity.

That focus on "tools" brings us to your newest project. You launched a self-service portal for your customers. What drove that decision?

These days people, especially those in debt, don't always want to talk to a consultant on the phone. It can be stressful. We wanted to create a "safe haven" – a self-service portal where a customer can log in, view their debt, or check a schedule, all without direct human contact if they prefer.

But to do that, you need trust. You need to be 100% sure that the person logging in is who they say they are. That’s where the technical challenge began.

Security often comes at the cost of user experience. How did you approach the search for a verification partner?

We aren't a software house, but a financial services company. We didn't have the resources to build complex verification tools from scratch internally. We needed a "plug-and-play" solution.

The challenge was finding a partner who could meet two specific needs: they had to understand the local Polish market deeply, but they also had to support us to integrate with global IT structures.

You mentioned local methods. During the project, you implemented mObywatel (the Polish government eID app) alongside banking verification. Did you notice a difference in how users reacted to these two methods?

The difference was significant. Initially, we relied on banking verification, but we noticed a hesitancy among users. In our industry, there is a lot of fear.

When an indebted person sees a "Log in with your Bank" button on a debt collector's site, it can raise concerns. Some worry that it might give us access to their bank account or financial information, even though the process is only used to confirm their identity.

When we introduced mObywatel we saw a distinct spike in successful logins.

Why do you think the government app moved the needle so much?

It comes down to the psychology of trust. mObywatel is perceived as neutral and official. It feels safer. It doesn't carry the baggage of linking a bank account directly to a creditor.

Our data shows a clear preference: when given the choice, users overwhelmingly choose mObywatel over banking credentials. It removes the psychological barrier of “connecting” their bank account and instead focuses on a simple idea: proving who they are.

Let’s talk about the integration process itself. IT projects in large corporations are notorious for delays and complexity. How did this deployment compare to your previous experiences?

It was refreshingly straightforward. Anyone who has worked on IT integrations knows they can involve delays, unexpected issues, or long implementation cycles.

For a company of our size, having a partner deliver what was promised and keep the process smooth makes a real difference. It allowed us to focus on our business goals rather than spending time resolving technical issues.

Does this digital-first approach give Intrum a competitive edge in the market?

Absolutely. The debt management industry is still catching up to the digital age. Many companies are still relying on manual verification or outdated processes. By implementing a modern verification flow, we are setting a new standard.

If you look at the portal today, what is the biggest benefit it has brought to your customers?

It gives them control. They can handle their affairs at midnight or on a Sunday, without fear of judgment or the stress of a phone call. By using trusted technology, we’ve lowered the barrier to entry. We’ve made it easier for people to take that first, difficult step toward financial freedom.

One final question. For companies navigating this right now, what is the most common mistake you see in how they approach verification?

The biggest mistake is underestimating the psychological power of strong authentication. Too often, companies view verification as just a technical hurdle or a compliance checkbox. They don't realize that for the user, it’s a signal of safety.

In our industry, trust is fragile. We see that users want to know they are in a secure environment before they engage. The mistake is assuming that adding verification adds unnecessary friction.

In our experience, the opposite is true: if you don’t prioritize a verification method that users recognize and trust, like a government eID app, you’re losing an opportunity to resolve a case.

Great, thank you. We’ll be watching with interest as the portal grows into a key contact point for your customers!