Debt Collection Management
The programming system Debt Collection Management insures unique application support through all debt collection phases, in all organisational areas participating in the debt collection process.
The purpose of this system is to speed document processing (debt collection) and enable cost reduction related to document processing.
Existing debt collection systems mainly have the following characteristics:
- The process is generally "paper" implemented. In other words, employees follow instructions cited in documents that dictate the process.
- Communication with a client is conducted via notification sent by mail, without telephone contact.
- Communication with other parts of the organisation is conducted via e-mail or telephone - there is no central system for recording communication relating to debt collection.
Characteristics of Combis Debt Collection Management system are:
- Call centre that undertakes friendly measures of debt collection towards a large number of clients (persuasion to pay the debt, arranging meetings in the company etc.). Introducing call centre allows employees more time to perform other jobs. (e.g. in Zagrebačka banka, they reduced the number of employees who dealt with the debt collection process from 200 to 6.)
- Discussions with a client are performed according to a scenario that is formed in accordance with type of debt to be collected, contact ordinal number etc., thus approaching each client individually.
- In a call centre, clients are automatically called according to a list that is created in accordance with problem difficulty, debt type, client status etc
- Provides an automated collection process. (e.g. after certain number of days or if it is a V.I.P. client, authority over the document is transferred to a higher level.)
- If necessary, the authority for a certain problem may be directly transferred to a higher level, speeding up the problem-solving process.
- Reduces the time needed to transfer documentation and authority from one organisational unit to another (eliminating the need for "internal mail").
- Enables a tracking history of processes and insight into their status.
- Enables reporting on the success of the debt collection process, according to different criteria.
- Enables printing of forms from the application needed for "paper" communication with a client and other participants in the process (public notary, courts etc.).
- Provides support for performing processes in existing applications (e.g. blocking accounts etc.).
- Provides feedback for modelling, re-engineering and optimisation of business processes.
References:
- Zagrebačka banka d.d.
- Raiffeisenbank Austria d.d. Zagreb
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