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With the successful PBX migration to IP we have increased efficiency by more than 50%
Jakub Molek, Intrum Justitia expert
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Case Study Summary
In association with our partner Cludo, we have successfully implemented OneContact hybrid cloud solution for a contact center management at Intrum Justitia.
Despite the lack of integration with the CRM systems during the pilot period (POC) Collab and Cludo achieved promising results thanks to the effective mechanism of eliminating voicemail by the dialer system. Over the following three months, there was a completed integration with two on-site CRM systems, built a bidirectional API, which eliminated manual work on contact management in telemarketing campaigns. Legacy PBX was replaced with an IP PBX.
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The implementation of the project ended in August with the successful PBX migration to IP. In some processes, efficiency has increased by more than 50% - says Jakub Molek (Intrum Justitia's expert). (...) This time, Intrum Justitia managed to maintain the right proportions and increase efficiency through automation and waste elimination in the process, as evidenced by the opinions of the employees themselves.
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Background
Intra Justitia was founded in 1923, offering a comprehensive range of services, including purchase of receivables, aimed to improve the customer cash flow and increase their long-term viability. It employs more than 100 agents who contact debtors as well as support enforcement among other B2B processes.
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Challenges
The previous on-premise contact center system used in Intrum Justitia had been under development for more than 15 years. Despite the expertise of Intrum Justitia’s specialists and the support of a trusted vendor, the company was experiencing numerous problems with the old platform.
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Limited functionality of the on-premise solution
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Inflexible architecture and technological debt of many components
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Limited functionality and poorly scalable integration with the CRM systems
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High maintenance costs - inadequate for the functionality provided
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Project
Together with Cludo and Intrum Justitia, a requirement analysis was made and the precise scope of the project was defined. At this stage, it was decided to completely eliminate the legacy PBX cluster from Intra Justitia’s system and replace it with an IP PBX for the back office.
The full CC system for Intrum Justitia was scheduled to be completed in three months.
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Integration of the OneAgent Web app with two CRMs operating in the company
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A bidirectional API eliminating all manual work on managing contact in campaigns
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Replacement of the legacy PBX with an IP PBX
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A call recording system with a dedicated search engine
After a month of work, Intrum Justitia decided to make a major modification on the project, where Collab and Cludo were asked to deliver the project 2 months earlier. Despite not being possible to conclude the full project on the stipulated deadline, Collab and Cludo developed a satisfactory solution.
In May, a simplified version was launched with the most important features live on 25% of all CC Stations (continuing the work on the full solution).
The culmination of the joint effort came in August with the transfer of the PBX to IP and consequent implementation of the complete plataform on all CC stations in September.
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Conclusion
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The implementation of the solution turned out to be the easiest part of process - the most difficult part was making the decision to completely change the technology.
Thanks to this change, Intrum Justitia has now a better process flexibility and integration with the CRMs. Many manual operations have been eliminated in the workflow of call center supervisors and CC negotiators.
In some products efficiency has increased by more than 50%.
The negotiators working on OneAgentWeb at the Call Center were asked for feedback on the new system after about 10 working days.
As much as 61% of those working in predictive outbound mass campaigns with blending rated the system as very good, another 36 % as good, with only 3% being unhappy with the new system.
Intrum Justitia’s have also received numerous interesting ideas for improvement which will be considered in the next stage of the CC system enhancement at Intrum Justitia.
Jakub Molek, Intrum Justitia expert
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