…and talks about it.
…and talks about it.
Improving workflow efficiency for debt collection agents
Improving workflow efficiency for debt collection agents
CRM system for a debt collection platform that helps agents manage their workflow more efficiently
CRM system for a debt collection platform that helps agents manage their workflow more efficiently
Industry
Fintech
Dates
Sep 2021 - Jan 2022
Client location
The United States
Team
1 designer, 2 developers, 1 QA engineer, 1 project manager
Imagine using Google Sheets to store & manage all your customer data
Imagine using Google Sheets to store & manage all your customer data
That's exactly what agents of this debt collection company did.
Admins initially relied on spreadsheets and had their files and communication scattered across various sources. This highlighted the need for a more organized and efficient system.
Beforehand, together with the team we created a debt collection platform that offers flexible payment plans for people to repay their debts. After finishing the customer-facing side of the platform, we started working on the CRM for admins.
That's exactly what agents of this debt collection company did.
Admins initially relied on spreadsheets and had their files and communication scattered across various sources. This highlighted the need for a more organized and efficient system.
Beforehand, together with the team we created a debt collection platform that offers flexible payment plans for people to repay their debts. After finishing the customer-facing side of the platform, we started working on the CRM for admins.
My first step was talking to agents to understand their workflow
My first step was talking to agents to understand their workflow
This was fundamental to gain a comprehensive understanding of their day-to-day operations and workflow. This vital step was crucial in ensuring that we could effectively cover and address the most important flows within our system.
We talked to multiple agents, discovering what challenges they face.
This was fundamental to gain a comprehensive understanding of their day-to-day operations and workflow. This vital step was crucial in ensuring that we could effectively cover and address the most important flows within our system.
We talked to multiple agents, discovering what challenges they face.
We've discovered that the main flow for agents is to view and edit customer information while staying on a call with them
We've discovered that the main flow for agents is to view and edit customer information while staying on a call with them
Many customers call the company to get more information about debts, set up payment plans, change their personal information, etc.
We also learned that agents need an efficient way to log their interactions and the ability to easily refer back to previous customer interactions.
Many customers call the company to get more information about debts, set up payment plans, change their personal information, etc.
We also learned that agents need an efficient way to log their interactions and the ability to easily refer back to previous customer interactions.
How do we showcase a lot of information without making the page cluttered and hard to use?
How do we showcase a lot of information without making the page cluttered and hard to use?
We decided to reuse a lot of components from customer-facing platform, yet make sure that it's just as convenient for agents.
The agent is presented with a list that can be filtered or searched by name, phone number, or reference number. They can then view the customer profile, which features tabbed navigation for easy movement between various types of information.
We decided to reuse a lot of components from customer-facing platform, yet make sure that it's just as convenient for agents.
The agent is presented with a list that can be filtered or searched by name, phone number, or reference number. They can then view the customer profile, which features tabbed navigation for easy movement between various types of information.
We tested prototypes with agents pretending to be on a real customer call
We tested prototypes with agents pretending to be on a real customer call
Together with agents, we ran the prototype through multiple scenarios to ensure they could easily access plan selection, view and edit personal info, see and add payment methods, see notes and history during the call without making the customer wait.
Agents and customers frequently exchange correspondence containing proof of payments, debt information, and so forth. Agents wanted to have a page where all these files are consolidated in one place.
Together with agents, we ran the prototype through multiple scenarios to ensure they could easily access plan selection, view and edit personal info, see and add payment methods, see notes and history during the call without making the customer wait.
Agents and customers frequently exchange correspondence containing proof of payments, debt information, and so forth. Agents wanted to have a page where all these files are consolidated in one place.
Making it easier to keep track of disputes
Making it easier to keep track of disputes
Disputes are a significant aspect of this industry, making it essential to have a system for managing them. We collaborated closely with the Disputes team to ensure an efficient workflow.
Initially, we experimented with a board-style layout with priority indicators to monitor dispute progress. However, this approach proved less efficient due to the steep learning curve for the team, who expressed more interest in tracking the 'In Progress' status above all else.
Disputes are a significant aspect of this industry, making it essential to have a system for managing them. We collaborated closely with the Disputes team to ensure an efficient workflow.
Initially, we experimented with a board-style layout with priority indicators to monitor dispute progress. However, this approach proved less efficient due to the steep learning curve for the team, who expressed more interest in tracking the 'In Progress' status above all else.
After considering other options, we chose a simple table layout for quick and easy search access.
The dispute page displays all important information and files, and also provides the ability to mark it as 'Closed' in the system.
After considering other options, we chose a simple table layout for quick and easy search access.
The dispute page displays all important information and files, and also provides the ability to mark it as 'Closed' in the system.
In their pursuit to become the leading software solution for debt collection in the United States, the company now offers its software as a white-label product
In their pursuit to become the leading software solution for debt collection in the United States, the company now offers its software as a white-label product
The team added multitenancy functionality, which allows customizable logos, colors, and databases, ensuring a unique, private experience for each tenant within the shared software system.
The team added multitenancy functionality, which allows customizable logos, colors, and databases, ensuring a unique, private experience for each tenant within the shared software system.