FMS

What FMS does

FMS Inc. is a privately held B2B contact center and receivables management company headquartered in Tulsa, Oklahoma, founded in April 1993. The firm operates omni-channel contact centers handling inbound customer service and outbound calling campaigns across telephone, web, chat, email, messaging apps, social media, text, fax, and SMS, and provides first- and third-party collections and recovery services across healthcare, financial services, retail credit cards, bank credit cards, telecommunications, utilities, commercial creditor, and check recovery markets. Customer engagement models include early-out pre-charge-off, primary through quinary recovery, and contingency recovery programs.

Operationally, FMS runs an Ontario Systems technology stack — including the FACS collection platform, two predictive dialers (Ontario Guaranteed Contacts and IAT CT Center, totaling 212+ seats with stated capacity to triple), the Signature IVR system, the Contact Savvy application, the Ontario Voice Trax recorder, and a Co-Nexus CXM digital recording system — supported by Dell PowerEdge servers on a Virtual Hyperconverged platform and Nortel Succession M-1000 telephony. Speech analytics using patented phonetic technology drives QA blind-monitor reviews and compliance monitoring. The company is licensed to collect in all 50 U.S. states and maintains HIPAA, HITECH, ISO 27001/27002, SSAE 16, PCI Level II, GLBA, FDCPA, and Epic certifications, with semi-annual third-party audits by AARC360 (no exceptions reported since April 2010). It carries $16 million in operational insurance coverage, maintains disaster-recovery redundancy at two additional sites, and complies with multi-state and municipal licensing (NMLS 953582; CA, NY, NC, WI, MN, TN, MD, CT, NV, OR, NM state notices).

FMS monetizes through B2B professional-services and usage-based / transaction-fee engagements — clients pay based on minutes worked, account volume, or contingency on collections — sold via direct enterprise field sales with partner-inquiry web forms and a 24-hour business-development response SLA. Distribution is concentrated in direct B2B channels supported by industry-association memberships (ACA International, RMA, HFMA, CBA, BBB). Named long-tenured clients include St. Luke's Health System (Southwest Idaho, 6+ years) and SCI Shared Resources. Leadership is anchored by President/COO Michael Wolfer (since 1999), SVP Terry D. White (since 2000), CIO Dennis C. Hammarquist, and VP of Business Development Ryan White. Ownership structure is not publicly disclosed.

Name

FMS

Legal name

FMS Inc.

Website

https://fmscontactcenters.com

Company type

Private

Founded year

1993

Operating status

Operating

Headcount range

101–250 employees

Short description

FMS is a Tulsa-based B2B contact center and receivables management firm providing omni-channel customer support and first/third-party collections across healthcare, financial services, retail credit cards, bank cards, telecommunications, utilities, and commercial creditors.

Ownership category

akta.pro rank

Product category

Debt Collection and Contact Center Services

NAICS

Telephone Call Centers (56142), Telemarketing Bureaus and Other Contact Centers (561422)

SIC

Communications Services, Nec (4899), Telephone Communications (No Radiotelephone) (4813)

akta.pro primary industry

Billing, Payments & Account Administration Centers (BPAAAAAF)

akta.pro secondary industries

Appointment Scheduling & Service Dispatch Support (BPAAABAO), Technical Support & Helpdesk Contact Centers (BPAAAAAI)

Keywords

• Debt collection services
• Contact center outsourcing
• Healthcare revenue cycle
• Receivables management solutions
• Omni-channel customer support

Headquarters

HQ city

Tulsa

HQ country

United States

HQ region

North America

Offices3 records

Markets served

GTM type

B2B

Offering type

Services

Cost components

Personnel, Operations, Technology or R&D, Infrastructure, Marketing or Sales

Revenue model

1. Contact Center Services: B2B outsourcing of inbound customer communications and outbound calling campaigns. Services include 24/7 live customer support, brand ambassador services, appointment setting, lead generation, and market research. Clients include businesses finding in-house 24/7 support cost-prohibitive.
2. Collections & Receivables Management: First and third-party collections, recovery, and receivables management across multiple verticals including healthcare, financial services, retail credit cards, bank cards, utilities, telecommunications, auto finance, student loans, commercial creditors, and check recovery. Services range from early-out pre-charge-off through legacy debt recovery.
3. Technology-Enabled Services: Integrated technology services including IVR, speech analytics, predictive dialing, and CRM integration that complement core service delivery. Can integrate directly with client CRM, e-commerce, or trouble ticketing systems.

Pricing tiers

Go-to-market motion1 record

Distribution channels1 record

Marketing channels4 records

Core offering

FMS operates omni-channel contact center services (24/7 inbound and outbound customer support across telephone, web, chat, email, messaging apps, social media, text, fax, and SMS) and first- and third-party debt collections/receivables management (early-out pre-charge-off through legacy/quinary recovery across healthcare, financial services, retail credit cards, bank credit cards, utilities, telecommunications, commercial creditors, and check recovery). Services are delivered to enterprise clients via dedicated business development and a 30-day implementation plan, leveraging integrated Ontario Systems technology (FACS platform, predictive dialers, IVR, speech analytics) on Dell/Nortel infrastructure with HIPAA, HITECH, ISO 27001/27002, SSAE 16, PCI, GLBA, and FDCPA certifications.

Product overview

FMS is a contact center and receivables management company providing a portfolio of services including omni-channel contact center solutions and collections/recovery services. The core offerings consist of Contact Center Services (handling inbound/outbound communications across telephone, web, chat, email, messaging, social media, text, fax, and SMS channels) and Collections Services (first and third party collections across healthcare, retail credit cards, bank credit cards, financial services, utilities, telecommunications, commercial creditors, and check recovery). The company operates specialized technology platforms including Ontario Systems' FACS collection system, predictive dialers (Ontario Guaranteed Contacts and IAT CT Center), Signature IVR for automated transactions, and speech analytics for quality assurance and compliance monitoring. Services are delivered through 24/7 customer service professionals with CRM and knowledge-base integration capabilities, supported by robust security infrastructure including $16 million in insurance coverage.

Differentiator

Problem solved

Functional benefit

Products and services

• Contact Center Services Omni-channel inbound and outbound customer communication delivered 24/7 across telephone, web, chat, email, messaging apps, social media, text, fax, and SMS. Includes live customer support, brand ambassador functions, appointment setting, lead generation, and market research for small and large businesses.
• Collections Services First and third-party collections and receivables management spanning early-out pre-charge-off, primary through quinary recovery, and contingency recovery programs across healthcare, financial services, retail credit cards, bank credit cards, utilities, telecommunications, commercial creditors, and check recovery.
• Healthcare Collections Patient-focused collections and revenue cycle services for hospitals, healthcare services organizations, and physician groups. Delivered under HIPAA, HITECH, and Epic certifications, licensed in all 50 states, with a Best Possible Arrangements model for patient satisfaction.
• Financial Service Collections First and third-party consumer and commercial collections covering consumer loans, auto finance lenders, home equity loans, and mortgage services for banks, credit unions, and specialized finance companies.
• Bank Credit Card Collections Early and late stage recovery programs spanning primary through quinary tiers and early-out pre-charge-off programs for bank credit card issuers seeking recovery rate optimization across delinquency stages.
• Retail Credit Card Collections Collections and recovery solutions for top retail credit card issuers with first or third-party capabilities aligned to retailer brand culture and customer retention during the collection process.
• Utility Collections Delinquent consumer and commercial collection programs, payment reminder calls, skip trace, and final bill collections for utility providers addressing increasing bad debt.
• Telecommunications Collections First-party early stage collections for telecommunication providers dealing with competitive, margin-pressured industry dynamics and rising bad debt.
• Commercial Creditor Collections Accounts receivable management and bad debt contingency recovery programs for business-to-business commercial lenders seeking cash flow maximization and delinquency reduction.
• Check Recovery Services Collection strategies for first/third-party check recovery programs using collection professionals, collection letters, check imaging, attorney letters, and automated skip trace processes to maximize recovery on returned payments.
• Outbound Calling Campaigns Cold calling, appointment setting, lead generation, market research, telemarketing, telesales, and database clean-up services executed across the omni-channel contact center for B2B and B2C organizations.

Quantifiable outcome

• FMS demonstrated flexibility and agility over 6 years for St. Luke's Health System with projects requiring tailored programming
• +1 more outcomes

Named customers2 records

Segments9 records

Ideal customer profiles3 records

Technology focussed No

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

Integration9 records

AI capability4 records

Feature7 records

Partnerships

Four partnerships are on record, tiered core and supporting.

• AARC360coreTechnology or IntegrationNationally known CPA and Data Security Auditing firm that completes semi-annual SSAE16 assessments with added focus on HIPAA, HITECH, PCI, and ISO Vulnerability and Penetration testing. AARC360 has reported no relevant exceptions in comprehensive control assessments since April 2010.
• Ontario SystemscoreTechnology or IntegrationProvider of the FACS collection system, Contact Savvy predictive dialer application, Guaranteed Contacts dialer, Voice Trax recorder, and Signature IVR system. The OS family of products is described as the most robust collection system in the industry.
• Dell (PowerEdge Servers)supportingTechnology or IntegrationProvider of PowerEdge 2950 server infrastructure with 64-bit Quad-Core Intel Xeon processors and CX300 fiber array for improved performance, faster response times, and ability to handle more simultaneous users.
• Nortel (Succession M-1000)supportingTechnology or IntegrationProvider of telecommunications system offering advanced voice and data connectivity, LAN communications, and computer integration for collection needs.

Scale indicators4 records

Recent moves6 records

Expansion highlights4 records

Direct peers

• IC System: Mid-market U.S. debt collection agency providing first- and third-party receivables management, contact center services, and healthcare revenue cycle support. Closely comparable to FMS on collections + contact center combination, multi-vertical reach, and HIPAA-compliant healthcare offerings.
• Performant Financial Corporation: Public U.S. specialty debt recovery and analytics firm focused on healthcare, student loan, and government receivables. Highly comparable to FMS's healthcare collections, third-party recovery, and contingency collection programs, with similar client base of healthcare providers and credit issuers.
• Windham Professionals: U.S. receivables management company offering contact center, debt recovery, and customer service across healthcare, student loans, and financial services. Comparable to FMS in scale, service mix (collections + CX), and vertical focus on healthcare and financial services providers.
• Allied Collection Service: Privately held U.S. collections and contact center firm serving healthcare, financial, retail, and commercial clients. Direct peer to FMS on first/third-party collections, contact center outsourcing, and small-to-mid enterprise customer profile.

Broad incumbents

• Foundever (formerly SYKES Enterprises): Major omnichannel CX and customer management BPO serving financial services, healthcare, communications, and retail. Comparable to FMS across omnichannel contact center operations, customer support, and collections-adjacent services, with substantially broader geographic reach.
• Concentrix: Global CX and BPO giant serving technology, financial services, healthcare, and consumer industries with contact center, collections support, and digital CX. Directly comparable on the omni-channel contact center and BPO outsourcing model FMS sells to mid-market enterprise clients.
• Alorica: Large U.S.-headquartered BPO offering customer experience, digital customer service, and collections support across financial services, healthcare, and retail. Directly comparable on the contact center outsourcing and revenue cycle support model FMS uses to serve healthcare and financial clients.
• Teleperformance: World's largest contact center operator with deep presence in customer service, collections, and digital CX. Comparable to FMS on voice/inbound/outbound contact center services and omnichannel customer support, but at vastly larger global scale including significant offshore capacity.
• TTEC Holdings: One of the largest global customer experience and BPO operators, offering omnichannel contact center and CX consulting at far greater scale than FMS. Highly comparable across inbound/outbound voice, omnichannel support, and customer service outsourcing, though TTEC operates across many verticals beyond healthcare and collections.

Emerging players

• Health Management Associates (collections arm): Specialty healthcare-focused accounts receivable and collections outsourcer. Comparable to FMS's healthcare revenue cycle and patient collections segment, though narrower in vertical scope and smaller in omnichannel contact center breadth.

Market position

Strengths5 records

Weaknesses5 records

Competitive moat4 records

Key risks6 records

Key highlights6 records

Customer concentration

• Facebookfacebook.com/FMS-Inc-100064373100123
• LinkedInlinkedin.com/company/fms-inc

Compliance8 records

Revenue estimate

Valuation estimate

Number of profiles

Profiles4 records

Funding overview

Funding rounds

Investors

Funding detail is available on the Subscription and Enterprise plan.Contact sales →

M&A

Investments

M&A and investment is available on the Subscription and Enterprise plan.Contact sales →

Frequently asked questions about FMS