Even some of the biggest companies with a strong credit control team have a handful of accounts that won’t budge. After calling, nudging and sending another reminder, there comes a point where it’s time to take them away from it from the internal team and move to targeted external escalation that protects brand value. And the longer a debt remains unpaid, the harder it becomes to recover.
In this blog, we look at the signs it’s time to bring in the specialists, how we helped Under Armour recover debts without damaging relationships and why businesses choose Baker Ing.
Signs your internal escalation has run its course
There comes a point where chasing in different forms stops delivering results. Some accounts may need a different strategy, especially when the customer relationship is too valuable to risk. Understanding that your internal efforts have been exhausted can help you to decide when it’s time to bring in specialist support.
- Your reminders are ignored
- Recoveries are acceptable but outcomes have plateaued
- Accounts are few but have high importance
- You need firm action, but the relationship needs to be handled sensitively
- Your customers are international, bringing in complex language and cultural barriers
Case study: Under Armour
Founded in 1996, Under Armour is a global American sportswear brand with a global presence, specialising in performance apparel.
Challenge
Historically, Under Armour maintained a strong credit position with minimal overdue debt. However, it recognised that there was a need for a third-party partner to manage cases where internal escalation had run its course but where the customer relationship still needed to be protected.
The approach
After the first meeting at the ICTF conference in Amsterdam, Under Armour agreed to trial a small batch of accounts with Baker Ing.
They sent over their late-stage accounts and we provided a dedicated escalation service where we took a firm but respectful approach with the option for legal action if required.
Every case was handled by our senior credit professionals, and each customer was contacted personally by one of our multilingual professionals, so everything was tailored and nothing was scripted.
Everything was tracked through our proprietary system so Under Armour had full transparency and control at every single stage.
The results
The impact was immediate:
- recovery rates increased across aged accounts
- fewer cases required manual follow-up from internal teams
- customers responded more positively to respectful, direct contact
- credit and escalation policy become strategically aligned
“We notice the difference in how customers respond to Baker Ing. Their personal approach cuts through – it’s not a one-size-fits-all methodology. What began as a trial quickly became a long-term partnership based on results, reliability, and trust.”
– Theo van der Molen CGCE
Senior Manager, CFS EMEA
Accounting Operations
Why choose Baker Ing
Under Armour chose us because we:
- are a trusted escalation partner for sensitive accounts
- align with brand tone and customer culture
- provide transparent, trackable actions via the Baker Ing portal
- provide strategic recommendations to improve policy and reporting.
More about Baker Ing
If you’re looking for external support for your global credit and collections, contact us today!