Mobile Workforce Management

  • Multi-platform mobile applications for field agents
  • Flexible configurable jobs
  • Support for offline work
  • Controller screens
  • Automated multi-criteria schedule optimization
  • Live alerts

An ERP solution for debt recovery and enforcement agency

Situation

JBW Group is one of the leading debt collection agencies (debt collection and enforcement) in the UK.

The company was founded in 2004 and by 2010 its turnover exceeded £5 million. However, further growth of the company was limited due to its legacy IT infrastructure. JBW Group used an industry-standard debt enforcement solution, based on aging technology that required high levels of manual intervention and did not provide sufficient transparency to support the company’s needs.

In particular, it was almost impossible to understand what was happening ‘in the field’ in terms of agent activity, scheduling, records of collections and financial arrangements with debtors. Despite JBW having a long list of potential improvements to the technology, because the platform was also used by multiple other bailiff companies, any enhancements that JBW suggested would be shared with their rivals, rather than driving their own competitive advantage.

JBW concluded that only a custom-built system would enable them to invest in a technology platform that creating business value and deliver growth through delivering both efficiency and competitive advantage.

Solution

Haulmont business analysts conducted a complete analysis of the current business processes to draft a specification for the new system, to be known as ‘Hito Edge’, with development beginning in July 2010.

  • The first release of Hito Edge was launched into commercial operation in March 2011. Implementation was via parallel running alongside the legacy system to minimise risk to critical business processes.

    It is no exaggeration to say that Hito Edge revolutionised the debt enforcement industry with its unique customer-centric view of cases and their associated data. By focusing on the individual, the platform enables the linking of cases relating to the same customer. This ensures a more efficient process for making calls and visits, and provides users with a clearer view of the relationships between cases and customers – as well as specific data relating to individuals.

  • Hito Edge also utilises a propensity-driven scoring system, as well as a highly advanced dynamic allocation engine that plans agent schedules and automatically prioritises next day planning against real time events. All payments, fees, commissions, remittance and invoicing are managed with Hito Edge and the agent’s smartphone app enables full transparency of workflows and compliance with regulations and contractual SLAs.

Results

In 2016, just five years after Edge launched, Outsourcing Inc purchased JBW Group in a deal that valued the company at £24million. JBW were able to leverage their investment into Hito Edge to increase the valuation of their operation far above the industry norms, both in terms of the solution being a unique asset to the business, and also due to its unmatched ability to scale for future business growth.

Today JBW Group revenues are reported at £15 million per year, three times larger than when the project began. Over the same period that they scaled by 300%, JBW also report that complaints have reduced by 22% in the same period.

In the two years following go-live, the company experienced a 22% increase in collections for its clients at the same time as delivering a 12% reduction in direct costs due to utilizing office and field based staff more intelligently and improving automation.