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| Case Study |
| Efficient collections system resulting in improved profits |
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| Globalcase works with airline industry leaders to help them achieve maximum efficiency. We've helped our clients soar to great heights using innovative new techniques and industry best practices. |
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Project |
Shortcut to |
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Credit Card
Collections
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Business Challenge
How Globalcase Helped
Value Delivered
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Executive Summary |
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A
large retailer and credit card issuer was looking to streamline
it's credit card collections system. The company turned to Globalcase to
help improve credit collections processes.
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| Business Challenge |
| This credit card issuer's collections process
was unable to support the growing business demands and had to
be redesigned to realize better efficiencies in the
collections processes. The client realized that it might be possible to better control this complex process, reduce costs and achieve greater efficiency in their
collections processes.
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| How Globalcase Helped |
| Globalcase determined that there were significant opportunities for
the card issuer to redesign the existing application to a GUI
based user interface using Microsoft VC++, COM objects and
windows sockets communication with Mainframe backend servers. With
this design, the customer service representative has the capabilities and the
information to get the promise to pay from the defaulting credit
card customers while on the phone. The system was fully
integrated to the core credit and the credit card billing
systems. Balances and the billing information is available real
time to the customer service representative to make informed
decisions about the accounts they are working on.
Globalcase also integrated the application to the client's
Interactive Voice Response (IVR) system. This provided an
opportunity for the collections department to get the promise to
pay using automated voice response system, minimizing the
operational overheads.
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| Value Delivered |
| Globalcase recommended that as the engagement progresses,
the client invest in new Web-based applications that would result in faster, more efficient
collection process management. The client has set an aggressive initial target of moving
to web based technologies and also enhancing the system for web
based communication in addition to phone and paper
communication. The combined client and Globalcase project team is creating a portal for
credit collections system that will provide all the tools they need to conduct
credit collections more effectively, including analysis tools, communication
tools, intelligent agents and a customer service scorecard. In the meantime,
the client has already started to process credit collections
using email capability of the system. The client has started to
see significant rise in collections and savings in excess of expectations.
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