Some details
HOL/VODAFONE: A leading telecom operator in Greece.
NEED: Automate the process and operations of debt and collections.
APPROACH: We combined billing and payments information through a Middleware (Webshpere) integration, to calculate on a daily basis, customers', balance, balance age and overdue balance for the entire customer base in order to classify each
customer into a collection’s profile. Following, we used these classifications to design new collections workflows for retail and corporate customers.Then, we developed/ embedded automated actions per stage of the payment cycle within each profile. Actions included, but were not limited to, payments notification, settlement definition and monitoring and baring/ unbarring of service. The system provided near real-time update of payments (within 5 minutes from payment), for the entire retail network of HOL/Vodafone.
SOLUTION: EXIS designed and developed a Collections Management System for daily monitoring of debt, rule based classification of collections, definition of collection batches and assignment to internal and external agents.
OUTCOME &, BENEFIT: The system supported 1.5 mil Customers resulting in:
- 60% reduction of bad debts,
- 25% reduction of risk-bearing fraud within 4 years,
- 15% reduction of collection cost within 3 years.