How Unify brought the same personalized approach to collections that they bring to outbound
Sales led
Product led
Operations
Finance
Accounting
GTM
Intelligent collections
Edge-case escalation
Real-time cash analytics
Metrics reporting
About Unify
Unify is the outbound system of action for modern go-to-market teams. By bringing together 25+ intent signals, real-time B2B contact data, AI agents, multi-channel sequencing, and analytics under one roof, Unify enables sales, marketing, growth, and RevOps teams to identify the right buyers at the right time and act on them at scale. Backed by OpenAI, Thrive, Emergence, and Battery, Unify powers the outbound programs of some of the fastest-growing companies in the world.
Results:
Overview
Unify helps the fastest-growing companies turn intent data and AI into outbound pipeline that converts. When it came to their own collections operation, they wanted the same precision and personalization that they deliver to their customers. The team at Unify partnered with Monk to build a collections program tailored to their business, their customers, and their team's specific approach to customer management.
Unify's finance team runs a thoughtful, relationship-driven approach to customer management. As their customer base scaled, they needed a collections operation that could reflect that same level of care and context in every payment interaction. Generic collections outreach that ignored payment failure reasons, lacked tone alignment, and produced no clear reporting on what was actually working was not an option. Unify needed a partner who could build something smarter.
Challenge
The challenges were clear for Unify:
- No visibility into outcomes: Without robust reporting, the team had no clear way to measure the direct impact of collections activity or understand which outreach was driving resolution versus which was falling flat.
- Collections outreach lacked payment context: Unify runs on Stripe, but payment failure data (declined cards, missing payment methods, card limit issues) was not being surfaced to inform collections outreach. Outreach was manual or lacking the context needed to drive customer behavior.
- Tone mismatch with customer relationships: Unify's Finance team manages customer relationships with a tailored approach, and off-the-shelf collections communication did not reflect that. Outreach that felt misaligned risked undermining the customer relationships their team had worked to build.
Our Solution
Monk built a tailored collections program for Unify that matched the sophistication of their own product.
Robust Reporting: Monk built out enhanced reporting to give Unify full visibility into the impact of agent-driven collections activity. The team can now see when outreach drives payment resolution, track performance over time, and make informed decisions about their collections strategy.
Stripe-Integrated Payment Context: Monk layered in Stripe payment availability and failure reason data directly into the collections workflow. When an agent reaches out about an outstanding invoice, it knows why the payment failed and tailors the message accordingly, whether that means prompting a customer to increase their card limit, add a payment method on file, or take another specific action. The result is outreach that is actionable rather than generic, directing customers to the exact step needed to get payment through.
Unify built their company on the belief that intelligent, personalized outreach outperforms generic automation every time. Their collections program now reflects that same principle. By partnering with Monk, Unify's team has full visibility into what their collections agents are driving, payment outreach that meets every customer with the right context and the right ask, and a tone of communication that feels unmistakably like Unify. The outcome is a collections operation that protects customer relationships while getting paid faster.
