If payments live in one system and devices in another, someone has to cross-check lists. We explain what you gain by connecting them.
A retailer that finances phones needs two types of information: credit information (customer, contract, installments, payments) and device information (whether it is enrolled, whether it has connected, whether it is locked). In many operations, each one lives in a different system, and a person links them by cross-checking lists. Connecting the collections CRM with the MDM eliminates that manual work and, above all, the mistakes that come with it.
Summary: with connected systems, each device is linked to its contract, delinquency policies can run automatically, unlocking happens when payment is confirmed, the collections team sees the device status before calling and everything is recorded in the same history.
How it works separately
Without a connection, the typical process is:
- The CRM or spreadsheet shows which customers are delinquent.
- Someone exports or copies that list.
- They look up each device in the MDM dashboard.
- They run the lock by hand.
- When the customer pays, someone has to remember to find the device and unlock it.
Every manual step is an opportunity for error: a miscopied IMEI, a payment nobody reported, a forgotten unlock.
How it works when connected
- The contract and the device are linked from the moment of sale. See how to link a device to a contract.
- The system evaluates contracts according to the delinquency policy.
- If action is called for, it sends the command to the MDM within the allowed hours.
- When the payment is recorded, the contract is re-evaluated and, if it is no longer delinquent, the unlock is sent.
- Every evaluation and every action is recorded in the customer's history.
Advantages
| Advantage | What it prevents |
|---|---|
| A single link between contract and device | Locking the wrong device |
| Automatic policies | Oversights and unequal treatment |
| Unlock when payment is confirmed | Customers who paid and remain locked |
| Device status visible in the customer record | Calls without context |
| Unified history | Disputes without evidence |
| Less manual work | Hours spent cross-checking lists |
Context for the collections team
Seeing in the customer record that their device has not connected for days changes the conversation: perhaps the customer lost the phone, or perhaps they stopped using it. Before calling, the agent already knows something they did not know before.
A better experience for the customer
A customer who pays gets their device back without having to go to the store or wait for someone to review it. We explain this in what happens when a customer pays after the lock.
How to get the most out of it
- Payments recorded on time and against the right contract.
- Separate lock reasons: a payment should not lift a security lock. See automatic and manual locks.
- Hours and prior notices properly configured.
- Permissions: who can run manual actions.
Questions to evaluate an integration
- Is the link between contract and device made by IMEI or serial number?
- Can the business configure the delinquency policy?
- Is the contract re-evaluated when a payment is recorded, or only in scheduled reviews?
- Does it distinguish delinquency locks from manual or security locks?
- Is every evaluation and every command recorded?
What it looks like day to day
Imagine a customer record in a connected system. On a single screen, the agent sees:
- Their contract: installments paid, overdue and coming up.
- Their payments and promises, with dates.
- Their device: model, IMEI, enrollment status and last connection.
- The policy evaluations: when the contract was reviewed and what was decided.
- The actions on the device: locks and unlocks, with their reason.
When the customer calls to ask why their phone is locked, the agent does not need to open another system or ask anyone: they see that the installment due on the 10th is still overdue, that there were two reminders and that the lock was applied for delinquency within the allowed hours. If the customer pays right then, the agent records the payment and the system takes care of the rest. The conversation is shorter, clearer and less tense for both sides.
Common mistakes
- Connecting the systems without first cleaning up the links between contracts and devices.
- Activating automatic policies without testing them on a few contracts.
- Giving all users permission for manual actions.
Frequently asked questions
Does connecting the systems mean everything locks on its own?
Only if you configure it that way. The policy is defined by the business and can combine automatic actions with manual decisions.
Does it work with Android and iPhone?
Yes. You can manage Android, iPhone and iPad, each one tied to its customer and credit.
What happens if the phone has no connection?
The order is applied as soon as the device connects.
How Shalom Trust solves it
Shalom Trust connects credit information with device management actions: each device is tied to its customer and credit, the delinquency policy is configured by the business and, when a payment is confirmed, the credit is re-evaluated immediately. You can see it in Android MDM, collections and non-payment lock.
Conclusion
Connecting the CRM to the MDM turns two systems you consult separately into a single operation. The result is less manual work, fewer mistakes, fairer treatment for the customer and a collections team with more context.
