From SMS to Rich Conversations: Exploring RBM in Debt Collection

Credit Shift

In this episode of Credit Shift, Mark Oppermann and Graham Bragg dive into the move from traditional SMS to Rich Business Messaging (RBM) — and why it’s a big deal for debt collection and business communication.

They chat about how messaging has evolved, what makes RBM stand out, and why branding and trust matter more than ever in customer conversations. From richer content and better engagement to improved security and cost-effectiveness, this episode breaks down the real-world impact of RBM and why it's something every business should be thinking about.

Whether you’re in collections, customer service, or just trying to stay ahead of the messaging curve, this one’s worth a listen.

Key Takeaways

• The shift from SMS to RBM represents a significant evolution in messaging.
• RBM allows for richer content and branding in business communications.
• Every modern smartphone supports RBM, making it widely accessible.
• RBM messages can include company branding, enhancing trust and recognition.
• Higher engagement rates are observed with branded messages compared to unbranded ones.
• RBM provides read receipts, offering insights into message engagement.
• The cost of RBM is comparable to SMS, making it a cost-effective solution.
• Security is enhanced with RBM, as messages are end-to-end encrypted.
• The adoption of RBM is expected to grow rapidly in the coming years.
• Businesses can leverage RBM for various applications beyond debt collection.

Keywords

Credit Shift, SMS, RBM, Rich Business Messaging, Digital Transformation, Debt Collection, Communication Strategies, Customer Engagement, Branding, Security