Collections System Implementation Programme

Our ‘Big Six’ energy client needed to replace their in-house debt collection system with a new industry proven system to increase collection rates and improve operational efficiency. The requirements included new customer debt segmentation capabilities, collections paths and agent functionality as well as integration with their CRM and other existing platforms.

Using our delivery approach and subject matter expertise, we introduced a number of activities in order to implement the new collections system. These included; establishing an understanding of the ‘as is’ solution, performing gap analysis on key collections capability, defining requirements and new supporting processes, conducting collections analytics to support new segmentation, designing the target operating model, creating and delivering against the collections migration strategy, training and briefing 3000+ agents, and defining key metrics and delivering ongoing reporting.

See how our Consultants successfully migrated over 1 million customer accounts.