Soluciones

Daniel Tribelhorn Sistems Manager

CartaSur successfully implemented Engage® Collections for their collecting process management.

Problem solving

CartaSur Cards S.A., a financing company specialized on loan transactions and consumption cards, provides their users with CartaSur card, commercially focused on credit sales to Buenos Aires province inhabitants. The company had technological problems affecting business directly.

Two years ago the main technological subject was core systems tuning, but, once solved, CartaSur Cards needed to work on a central matter in its operation: developing a solid collection system.
“We checked several collection systems, but General Manager Mirta Montes encouraged us to go one step further and choose a CRM. Despite she knew about the concept since a few years ago, she observed the company was not ready for it then. After having a new CORE application developed, having changed their former technology changed for a web application with more intelligence applied and supporting rules, the company structure seemed ready for a CRM to be implemented”, explained Daniel Tribelhorn, CartaSur IT Manager.

Solution chosen

CartaSur counts with an organizational structure for debt recovery involving Collection Management, [19] law firms, collections call center, supervisors and every branch. They are all agents implicated in the collection circuit. CartaSur implemented ® Business Solution by Soluciones according to that structure. The module taken into production was Engage® Collections, to manage the process of collection.

In order to select a technological platform, CartaSur brought a comitee together integrated by company’s managers for General, Commercial, Administrative and IT areas. They would examine preselected tools. “Engage® was chosen for a number of reasons. One of the most important was tool’s flexibility: we found the possibility to design our processes end-to-end with important facillities was fundamental, it brings independence. Another advantage in Engage® is we are now able to have one single Customer view, adding all new information to the system in an only place”, says Tribelhorn.

Implementacion features

As the company was looking for a distributed management that would not mean building further communication infrastructure, Engage Web Client solution brought a solution to this problem. Besides, it permitted the total customization for the front end interface.
 
“Engage contributed by giving us a method and it helped us improve management by incorporating business rules within tools, enhancing the whole process one way or another. We knew well that, to keep on with the growth rate we had, we would need a tool this kind”, explained Tribelhorn.
Results and Benefits

Benefits and results

Among the benefits obtained with the Technological Platform implementation are:

•Distributed management.
•Unified, single customer view.
•Consolidated information availability in one (only) location.
•Core screen integration to a single Engage screen.
•Key indicators standardization.
•Former manual processes automation.
•Substantial improvement in decisión-making process.
•Fast, opportune resolution for critical decisions.
•Analysis timing maximization over operative timing.
• Elimination of unnecessary obstructions.
• Increment in IT area’s productivity.

The solution brought, in summary, an ordered management in relation to all collection processes, as well as it deeply boosted the information flow between distinct areas and managers and made consolidated information available for decision making in the sector.

Collection management progressed as a result of using Engage® Business Solution. So Tribelhorn exemplifies it: “Now we are able to have a better segmentation of our portfolio, based on any attribute: zone, town, branch, balance, bucket, etc. and assign it to the user or workgroup we need. This way we can focus our campaign and begin to measure its results all along its development”.

The call center activity is divided in two different 16-people shifts. Besides, CartaSur has 15 branches with 3 more users each working. Users found much more useful to have all information together, without the need of accessing two or three simultaneous applications to provide the customer with information.

“Collection users, for example, were forced to have two or three applications open together, when in contact with a customer. Nowadays they work with one single screen showing Engage’s own generated information, and instant access to cores, which results in many benefits and adds to a superior management control”, Tribelhorn highlights.

As a conclusion: Thanks to tool’s flexibility, to the work team gathered and to the whole inner structure support, CartaSur achieved its objective of implementing the collection strategy, counting on highly qualified resources and a management and administration tool for the complete customer relationship lifecycle in only 3 months

History

• CartaSur Cards S.A.: Financing company dedicated to consumption loans and credit card commercialization.
• Operating since 1989.
• Belongs to Argentinean Cabal credit card system since 2003.
• 15 branches in Buenos Aires and outskirts.
• 180 employees.
• 50 Engage® Business Solution users.
• Current portfolio with 160,000 customers.
• 4000 adhered commerce.
• The company is growing straight, having increased its invoicing in a 60% during year 2006.