Customers: Scalable Debt Settlement

Challenge

• Manages $1.5 billion in debt for 60,000 consumers
• Front office uses QuickBase to capture baseline consumer debt information
• Application couldn’t scale to manage back office financial negotiations
• Needed to automate email- and document-based processes that were inhibiting growth and productivity
• Customer service team struggled to manually process 200 consumer requests daily
• Legal team lacked holistic historical view required to optimize settlement strategy for consumers

Solution

• Created Force.com debt settlement application suite
• Application manages the end-to-end process from client acquisition and on-boarding, to setting up fees and payments, and managing the settlement and negotiation process
• Centralized disparate settlement, payment and history information on the client record
• Created algorithm to automatically calculate consumer savings
• Salesforce mashup with Google Charts enabled agents to send email displaying client savings to date

Results

• Online processes are visible, measureable, faster
• Process automation increased customer service request throughput by 50%
• Enhanced application speed increased the productivity of call center agents by 100%
• Faster data access and analysis improved business decision making
• Platform as a service model eliminated infrastructure build/maintenance, freeing resources to focus on business logic
• Live in only 90 days