AroTRON™ Credit Collection

The First Specialized Solution CRM - Collections

• AroTRON™ CRM platform has been designed from the outset to support a complete Outsourcing model; Hence, it makes the perfect choice for call-centers specializing in outsourced services e.g. telemarketing activities, and for in-house collections to manage both internal & outsourcing activities.
• Mature and tested solution, first implemented in 1996 and used by the largest Call Center in the Financial sector in Greece that specializes in Credit Collection management services
• Market leader in Greece, with 14 successful implementations in the area of collections, supporting over 500 call-center agents
• Legal Activities Management , for managing all legal-related activities, including producing and sending all related documents (payment orders, extrajudicial documents, etc.) to the debtors.
• Automated Workflow Management using rules (Rules engine) significantly increasing agent productivity
• Connectivity and support of remote users, branches and external partners
• Fully integrated with telephony automation systems supporting a complete Predictive Dialing & Computer Telephony Integration (CTI) environment, resulting in significant productivity gains
• Decision & Action Center : Specialized center generating Dynamic Reports (MIS), allowing users to view the details of the results that are part of the report (drill-in or drill-down)
• Helps to achieve high levels of agent productivity through the production of up-to-the-minute, on-line metrics and reports of agent productivity to supervisors and managers
• Developed by a highly skilled and experienced team in the area of Collections, ensuring complete coverage of customer needs, quick deployment and transfer of know-how.

Pre-collections & Collections Management

Automatic Update of Debtor's Record

• Complete set of ready-made Interfaces and connectors for the majority of the customers
• Automated import and daily data update
• Automated recall of configured offerings
• Import and system update with all types of information provided by the customer

Single View of the Customer

• Aggregate view of customer data, enabling users to process and complete most of their tasks through one and only screen
• Administration - Monitoring of complete history of customer's actions - Supports Reminders for pending tasks
• Support s unlimited number of debtor contact info (e.g. addresses, telephone numbers)
• Detailed view of financial transactions , for every customer account
• Relationships - Debt network : includes all related data connecting the debtor to other parties (e.g. warrantors, contact persons , etc.) including their relationship history

Consistent & Efficient Administration of Collection Activities

• Allows for mass (butch) assignment of debtors' cases to appropriate agents based on multiple characteristics of each account (e.g. customer - financial offering, bucket aging, debt amount , current status, previous history etc.)
• Prioritizes agent activities according to corporate requirements and priorities as well as various action categories

Decision Action Center και MIS Reporting

The "Decision & Action Center" Module comprises one of the most significant and innovative characteristics of the AroTRONT Collections platform providing an integrated environment with the following unique features:

• Analysis - MIS Reporting with the capability of multiple views so as to modulate a global profile of the accounts and
• Utilization of the MIS Reporting results for implementing Batch Services.

The ability of effortless identification of certain debts, combined with the ability to perform batch operations (Actions) on them, maximizes account manageability factor in the most efficient way.

MIS Reporting

The multi-year operation of the AroTRON Collections application in financial organizations specializing in administration of overdue accounts is reflected through a large number of special reports offering a full range of filters, which cover all the functional characteristics of the application allowing the user to retrieve easily the desired results

Available filters

• Customers - Products
• Assignment packages - Accounts Grouping
• Responsible Agent - Working Teams - Branches
• Status - Accounts' Reception Date
• Programmed Actions
• Completed Actions
• Business Events Dynamic Properties (defined by the user)
• Configured Offering Financial Data - Financial Transactions' Categories
• Specialized Collections filters e.g. bucket no, billing cycle, credit grades e.t.c.
• Geographical criteria
• Specialized Dialer Section

Utilization of the MIS Reporting results for implementing Batch Services.

• Exporting of Report results : The export function for MIS Reports results supports multiple types of file formats (txt, pdf, dbo, HTML Table, xml, xls etc).
• Drill-in : Supports direct access of the Debt Summary Screen for selected debt, straight from the report.
• Drill-Down : Provision of custom filtering of the report results with multiple criteria (and/or) which may be specified by the user on any report field.

Communication with External Partners

AroTRON™ Collections allows external partners to stay up-to-date with regards to information related to new assignments, operator actions, payment promises, comments etc. More specifically, it provides the following:

• Contract management & calculation of agreed fees
• Complete tracking of all activities & productivity evaluation
• Assignment - Recall

Legal Actions & Recoveries

The Legal Actions Administration module fully supports the standardization and automation of all legal related information and actions via:

• the recording of actions and all relevant data of each legal activity , including the notification of each account holder on specified dates
• the batch production of all related documents (letters, extrajudicials, orders of payments etc.)
• multiple reports that provide audit trail for the configured offerings and the ability for briefing to the customers (e.g. banks) with a high level of detailed information

The supported legal actions include the following:

Each legal action supports:

• Multiple phases . For each of the above actions, the system defines standard phases which are fully customized according to the requirements and operation patterns of the legal department. The phases ensure the systematic monitoring of the progress of each legal activity, as well as the recording of various dates and other relevant data (e.g. report service number).
• Multiple Relationships that determine the potential people involved per action type . For example, in an Assets Enquiry the conditionals that can be recorded correspond to the roles Lawyer, Court Marshals and Land Registry.
• Costs Analysis of the action where all the relevant expenses per category can be recorded (e.g. legal expenses, postal etc.)
• Awarded amounts, that provide financial data analysis for each legal action.
• Multiple assets: this feature facilitates the recording of all the results found during the Assets Enquiry process, including a complete analysis of the ownership titles (e.g. bare ownership, usufruct) and the possible liabilities (e.g. Equity underwriting, mortgages, garnishments).
• Free Comments that allow the agents to add any time their own comments for each Legal Action, which are automatically related with the writer and include a timestamp for easily tracing insertion time. Special comment categories are supported such as caveat reasons, explanation for each judgment, etc.
• Attached Documents . Creation of attached files from the file system that offer instant access to all electronic documents related to each Legal Action.

During the parameterization phase the system can be enriched with any other legal action , and various special attributes (e.g. phases, people involved) for all the legal actions , to meet the needs of the legal department.

It must be emphasized that the system offers capabilities for monitoring the external sub-contractors. It must be stressed that it is customized according to the Greek legal practice.

Rule-Based Workflow

The Workflow Module covers the need of parametric definition an automated response of the AroTRON application when certain events take place. Each workflow is comprised of rules. Each rule contains a number of conditions and a number of actions. When all conditions are evaluated to be true then all the actions of the rule are executed. The workflow definition is supported at the Vendor, Offering (Account) and Offering Type levels. The rules for each workflow are serialized and the following options are supported :

• Workflow completion after the detection of the first valid rule and execution of the actions that are related to the first detected rule found to be true.
• Workflow completion after the evaluation of all the rules and the gradual execution of the actions associated with each valid rule.

Contract Management

AroTRON™ Collections provides full support of Collection Fees and Contracts management. The full details of a contract between Vendor and the outsourcing agency or other external partners are specified and are used in order to automatically calculate Collector's fees during the process of payments. The following critical functionality is supported by AroTRON™ Collections :

• Posting of contracts , whose terms offer the basis for all fee calculations. Ability to reallocate fees when contract terms are modified, through the Decision & Action Center module.
• Support of multiple terms in the same contract
• Multiple fee calculation models - support of custom models. Indicatively, the following ones are listed:
  • Payment amount
  • Bucket
  • Fixed percentage for a Group of campaigns
  • Delinquent Days
  • Number delinquent days for account
• Association of payments and fees to invoices in order to fully document the process and keep track of which payments are made with each invoice.
• Ability to link fees with action codes - e.g. if a promise or contract has not been made then no fee is allocated.
• Calculation of Collection Fees based on selected dynamic property of the business event
• Ability to differentiate the fee based on the geographical region of the debtor
• Historical data of the contracts enabling tracing of the calculations that correspond to older contracts.

Work Queue Management

For the optimum and most efficient conclusion of the outbound communication, the system besides the manual functionality where the user searches and performs tasks at will, also supports the guiding functionality mode where the user is connected to a Work Queue and the system provides the next task to perform. The Work Queue mode offers many advantages such as convenience and ease-of-use for the users, and significant performance and productivity gains.

On-Line Monitoring of Metrics / Targets

Selected metrics that are defined as On-Line can be monitored by supervisor personnel using the On-Line Monitoring Grid and Graph environment. A number of filters are provided to support efficient monitoring of:

• Call centre agent activity
• Specific team activity
• Specific branch / unit activity
• Specific agent activity

On-line metrics / targets information can also be presented to Agents in order to motivate them to increase their productivity and fulfil the goals / targets set to them by their supervisors.
Campaign Management

The Campaign Management module, covers all stages of the campaign process, from target group design to easily monitoring campaign results:

• Flexible Customer grouping and definition of Target Groups for internal management of cases , - easy and seamless assignment to external agencies / legal offices
• Easy to-use Campaign Reporting, for immediate monitoring and evaluation of each campaign's process - timely and accurate services invoicing
• Allows for the exporting and transfering of data to external partners

Seamless Integration with in-house & proprietary Systems

The open architecture of the AroTRONT Collections platform supports state-of-the art technologies and all global communication standards for exchanging information with any type of legacy systems. Combined with the extensive know-how of CENTENTIA's implementation team, it guarantees a seamless data migration from all heterogeneous sources, as well as a continuous updating and data exchange ( integration ) with all the information systems that will continue to support all the business activities of the organization.
Document Automation Management

Supports all company document templates in Microsoft Word. It generates documents automatically with the push of a button and combines all the information that has been entered in AroTRON™ e.CRM relating to a specific customer case. The system also generates a unique code number to ensure proper identification and matching of documents. Documents that can be supported include sales documents, offer documents, mass mailing documents, etc.

Integration with Telephony Platforms - Dialers

The AroTRON™ Telephony Platform is implemented in cooperation with the international market-leading company Sytel, which provides a dialer specialized for call centers, accompanied with all the necessary structural hardware, middleware and software (low level tools & API's). CENTENTIA has integrated all the aforementioned elements with the powerful business platform AroTRON™ CRM - Collections & Recoveries , providing a complete turn-key solution for Call Centers, the AroTRONT Telephony Platform .

The dialling platform is a critical component of any high-volume receivables or collection management system. It is widely accepted that a machine that can independently dial phone numbers is more productive and cost-effective than individual agents placing calls. A predictive dialler is able to identify answering machines and automatically bypass bad numbers, no answers or busy numbers. Every traditional predictive dialling model will start dialling prior to an agent becoming available to take a call - the result is that an agent can receive a new call a short time after the previous call has been completed (the time is referred to as the wait time).

One of the key benefits of an integrated dialler is that collection agents will use the same workplace and screens for automated dialling as for manually placing calls. While the "dialler" will be located at your office, all you need to set up an agent is a computer and a telephone. It will allow you to obtain optimum performance even under the toughest dialling conditions, while working within the strictest rules pertaining to automated dialling.

The AroTRON™ Telephony Platform will constantly adjust its dialling pace to match extremely rapid changes in campaign conditions, allowing the dialler to reach the perfect balance between wait times and abandoned calls. The pacing is automatic and can not be adjusted by the user - you are only required to define the abandoned call rate that is acceptable. It will even cope with all extreme dialling conditions e.g. 80-90% no answers and/or answering machines.

Using the Dialer for inbound calls, the bulk of inbound calls can be monitored, the queues and delays originated, as well as the agents' availability, allowing the rational allocation of the agent teams resulting to the more efficient calls / customers service. Moreover, with the usage of the advanced Dialer capabilities, e.g. call routing based on criterions, the call centers can provide optimum customer care services. Finally, especially outstanding is the Real-time monitoring of the call centers operation on a team, operator, campaign and product level basis which offers immediate update to the users and their supervisors.

The AroTRON™ Telephony Platform is a leader in the particular field since it fully integrates in the end-user's environment the most advanced automation methods, Predictive, Progressive and Preview Dialing, using the top solution today, the Softdial Call GEM of Sytel. It also offers Inbound calls administration, Call Recording and IVR capabilities. The integration of the Predictive Dialer with the AroTRON™ CRM - Collections & Recoveries platform offers significant advantages as it takes into consideration all parameters related to a campaign, and allows for the automatic pacing to meet the dynamic changes of a live campaign, while it ensures the smallest wait time possible. This results in significant productivity gains, faster campaign completion time, and minimizes the need for constant involvement of supervisors, enabling them to perform more productive tasks.