Case study: National debt recovery company becomes first UK firm to offer guaranteed level of service since implementing Proclaim
Guardian Recovery delivers successful debt collection to clients seeking peak performance in a challenging and competitive industry by providing innovative, tailored and standard credit management solutions.
The firm prides itself on the ability to provide superior and cost-effective services.
Guardian Recovery needed a case management software system that would allow for considerable customisation and automation. Eclipse proved to be the only provider that could meet the needs of the firm in terms of bespoke services and client/debtor relationships.
A Proclaim case management system was implemented, which has allowed all information to be centralised, enabling case-handlers to access any case, resulting in improved client service and a more streamlined and efficient process.
Guardian Recovery has also been able to keep clients up-to-date with case progress online thanks to Proclaim’s ability to integrate with online portal technology, significantly cutting down on the number of ‘update’ calls and e-mails the company receive, in turn, freeing up more time for case handlers to focus on their clients.
Since implementing Proclaim, Guardian Recovery has become the only UK debt recovery firm to offer a guaranteed level of service – something that sets the company apart from competitors in terms of security.
The tailored system has also enabled case-handlers to work a considerably higher number of cases than they would otherwise and the gross collections rate has doubled within the first six months of going live.
In addition, the company is currently managing 6,000 live individual debt cases totalling over £16m for approximately 3,500 clients and is continuing to develop future plans for growth and development.
Ian Simpson, finance manager at Guardian Recovery, said: “Proclaim has become an integral part of our business and has enabled us to manage the entire debt recovery process in a much more streamlined and efficient way. Overall, Proclaim is a truly effective business tool and has allowed a solid platform for development and growth.”
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