About Informa
Informa is a FTSE 100 company and a global leader in knowledge, information, and events. It operates across diverse markets—including academic publishing (Taylor & Francis) and B2B events (Informa Markets)—supporting major industries such as beauty, licensing, and technology.
With 11,000+ employees across 30 countries and large-scale global operations, Informa needs a credit and collections process that’s consistent across regions, easy to deploy, and built to support both B2B and specialist segments like academic markets.
Informa’s Objectives
Informa set out to strengthen its credit and collections operation by introducing a solution that could:
- Scale across geographies and integrate smoothly with existing systems and diverse customer portfolios
- Reduce overdue invoices and improve cash flow
- Streamline AR workflows and speed up payment resolution
- Decrease reliance on third-party collection agencies and downstream legal escalation
Informa’s Challenges
Informa’s biggest gap was the lack of a true “in-between” step in its collections process. Once internal outreach (calls, emails, automated dunning letters) had run its course, accounts moved straight to legal action.
That created several issues:
- Legal timelines that were slow and expensive—especially in regions like the Middle East
- Less leverage with customers who had become desensitized to legal threats
- Operational drag caused by outdated customer records (for example, incorrect email addresses)
- Limited visibility into what internal efforts were working before accounts went to legal
Our Solution
Debt Register provided Informa with a pre-legal collections layer designed to create urgency and drive action—without jumping straight to legal escalation.
With Debt Register, Informa was able to:
- Automate customer email communications and track engagement (including read receipts)
- Use credit-agency reporting leverage—including Dun & Bradstreet and Experian—rather than relying immediately on legal escalation
- Resolve disputes earlier to improve ledger accuracy
- Upload templates and run self-serve workflows without IT involvement
- Centralize customer correspondence, notes, and next steps in one place for better team coordination
The Results
Debt Register delivered immediate, measurable impact:
- Collected £250,000 in overdue payments during the initial trial—achieving ROI before full rollout
- Processed millions of pounds in overdue invoices to reduce aged AR and improve cash flow
- Resolved disputes earlier, reducing the number of invoices escalated to legal proceedings and improving ledger accuracy
- Improved team morale through a simple platform that produced tangible results quickly
Debt Register’s intuitive design and low training requirements enabled rapid adoption across Informa’s global credit teams, leading to measurable success.
– Matthew Walters, Cash Lead, EMEA, Informa shared his experience:
“Debt Register has been easy, successful, and motivational for our team. It fills a critical gap in our collections process, ensuring disputes are resolved and payments are collected quickly. The system’s simplicity and immediate impact made it an easy choice for Informa.”