Entercard’s Collection Operations department is responsible for helping and guiding customers experiencing problems with their payments. Thanks to automation of the department’s work, handling processes have been streamlined and personal contact with customers has been greatly improved.
Entercard has Collection teams in all the countries in which it operates – Sweden, Norway and Denmark. Tamara Gonzalez works as a Department Manager at Entercard’s Collection Operations department, which consists of administrators, coordinators and a trainer, who is responsible for training existing and new staff. She is responsible for the team in Sweden and Norway.
“Working proactively is an important cornerstone of our work. Our main task is to quickly get in touch with customers who have fallen behind with their payments. Together with them, we then agree on a good solution that works for both parties,” she says, adding:
“Many people find it difficult talking about their finances, which I completely understand. However, it is important not to postpone these problems – things only get more difficult the longer you leave them. If you just have the courage to take the first step and talk to an administrator, you will actually see that there is help available. That’s a step in the right direction.”
More efficient handling processes
Two years ago, Entercard introduced a new Collection Management system – Debt Manager. The new system has resulted in greater focus on automation of the department’s daily operations, which in turn has resulted in a number of benefits for both employees and Entercard’s customers.
“In the old system information was located in several places, which meant that we needed to manually click to access the information required during a customer call. Thanks to the new system, we can quickly get a clear overview of the entire customer scenario, which helps create more efficient handling processes, less administrative work and more time for the customer,” says Tamara.
Adapting communication to the right customer group
The new system has also given the department’s employees several new digital tools to get in touch with the customer. Tamara explains that they adapt their communication to the customer based on the customer group to which they belong.
“For instance, if someone has missed a payment due to insufficient funds in their account, a text message may be sufficient to prompt them to contact us. Then there is another customer group that has long-term difficulties with payments. In those cases we need to adopt a different approach,” she says, adding:
“In some cases we can use e-mail to encourage them to contact us if we don’t have the customer’s telephone number. We have a solution for automatic dialling, which increases the scope for customer self-service. For example, they can choose to make a payment immediately or later on. Or they can choose to be connected to an administrator for a chat if they would like personal service.”
Combination of digital and personal service
We update our strategies regularly to make handling processes even smoother.
“Digital availability is a hygiene factor nowadays. It is always a balancing act: we need to be able to assist with smart digital options for customers who want to contact us in that way. We also need to continue to offer personal contact with an administrator for people who want to use that option,” concludes Tamara.