- UBW Vienna Bernhard Wisleitner

 Analyse and structure data-base

 Analyze data with payment history

 Define groups

 Adapt correspondence

 Formulate group-specific dunning letters

 Adress the customer with regard of her/his personal situation

equally in texts for automated dunning letters

 Understand insured persons as partners

not as debtors

 Define necessary decision limits

 Communicate measures (to be) taken frankly, particularly

when and why actions at court become inevitable