Case study · DCA and BPO · Technology
Two new Debt Manager strategies for a debt collection agency
Two new strategies, both of which had to be efficient without losing the human handling that sets the agency apart.
New Debt Manager strategies live: Disputes and Trace
Debt collection agencyThe challenge
What the agency faced.
A growing debt collection agency wanted to introduce two new Debt Manager strategies, Disputes and Trace.
Both needed to be efficient without losing the human handling that sets the agency apart in its market.
The solution
What we did.
We produced the solution documentation to support more dynamic, tailored processes in line with the business requirements, then designed and deployed strategies that flex to the conditions of different client contracts.
We gave best practice recommendations on strategy design, work queues and batch processing, developed and unit tested the Debt Manager code components, supported user testing, and stayed on after go-live.
The results
What changed.
- Two new strategies live, in an integrated and configurable service around Debt Manager.
- User-friendly processes the agency's teams trust.
- MI reporting with the granularity to act on, and the knowledge transferred so the agency can keep improving without us.
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