Our platform explained
Harnessing decades of industry knowledge and experience, we have unparalleled insight into the most effective means of collecting and enforcing private and public debt. Our platform is the most comprehensive and innovative solution available for responsible and effective resolution at scale.
Three pillars form the foundation to delivering on our promise of a fair people-centred approach.
Debt
Through our platform we leverage experience, a deep understanding of the debt context, and our vast accrued data ecosystem built on the learning from many thousands of customer engagements each year.
Intelligence
Our bespoke analytic models, machine learning and decision intelligence help us better understand and respond to each customer, informing the most effective collections strategies throughout the process.
Realised
Embedded throughout all operations, our platform orchestrates high-quality personalised engagement across every effective channel, optimising faster, fairer resolutions for any volume of collections.
1. UNDERSTAND
We build a picture of each customer based on multiple internal and external data sources and insight gained from processing tens of millions of cases.
Real-time links and updates support accuracy and proactive management throughout the process.
2. DECIDE
Our bespoke analytic tools and models compare and cluster customer data against our vast data ecosystem. The insight and intelligence generated informs and adapts effective collections strategies for each individual.
Clients get instant visibility and control at customer and batch level, with actionable insight that supports proactive management.
3. ENGAGE
Our distributed intelligence drives omnichannel engagement, supported by rapid systemic case preparation, orchestrated through our operational system EDGE.
EDGE tracks digital and real-world customer engagement in real-time, adjusting workflows and messaging and optimising the speed and effectiveness of resolution.
Built-in ethical, legal and regulatory frameworks drive enhanced working practices and ensure compliance.
4. BUILD
Logs and audits are made of each interaction, feeding back into the decision models to continuously optimise performance and improve the accuracy of the models over time.
Operations are monitored, audited and independently reviewed to ensure they always meet the highest standards.
5. RESOLVE
Customers are empowered to find a sustainable way to resolve their debts, leading to improved engagement and adherence.
Those in vulnerable positions are identified and supported.
The result is demonstrably higher resolution rates with better customer satisfaction.
CDER leads the industry in...
Accurate data science
Our invaluable data ecosystem is continually enriched with structured, unstructured and proprietary content, including input from our tens of millions of customer engagements – making our analytics the most accurate in the market
Tracing proficiency
Our extensive, accurate, real-time links with data providers ensure that tracing information is checked at every stage of the process, boosting the likelihood of successful recovery.
Propensity to Pay modelling
Our proprietary integrated propensity models analyse over 40 behavioural and demographic criteria that influence debt collectability, informing efficient case management and flagging potential vulnerabilities at the earliest opportunity.
Optimised communications
Our research and analysis, in partnership with the Behavioural Insights Team, ensures we are approaching customers at the right time, in the right channel, with the right message, and at the right frequency.
Smart orchestration
Informed by CDER’s Decision Intelligence and underpinned by robust service level frameworks, EDGE rapidly orchestrates the most efficient inbound and outbound engagement and field force management for any volume of customers.
Fair treatment
Our embedded "Fairness Framework" systematically guides best practices in ethical, responsible, high quality collections and enforcement, flagging and providing alternative workflows and extra support for customers in vulnerable situations.
Compliance
Compliance with relevant local legal and professional best practice standards is made easy by implementing and adjusting rules at scale within the platform. Automated event logs record every action and engagement for audit purposes.
Business intelligence
Our Service Quality Dashboard provides real-time against 50+ collection KPIs and quality targets for all staff and agents. Clients can customise dashboards and gain instant access to business intelligence for informed decision making.