payments and collections management platform
read more about Adept below…
customise
Account information on a
per-client basis.
comms
Call, e–mail, or SMS the contact with a simple button click.
affordability
The calculator is stored at the party contact level.
payments
Secure PCI DSS payments for your customers.
get in touch today
to find out how we can help!
Our Adept platform is a customer management tool for managing your payments and collection strategies.
Adept is integrated with our customer contact solution via the Commpli API’s so that you can seamlessly manage your contact strategies and workflows across all channels.
Adept can be used in-house as a customer management and collections tool, or within commercial debt outsourcing to manage strategies and payment commissions for each of your individual customers.
Our Client Account structure allows you to configure different charging/commission rates for each customer and segment/service within this.
The Directors at Genius spent many years working in debt collection outsourcing, and our Adept platform reflects our operational expertise in this area.
Many organisations are using legacy technologies with hard coded rules for each customer, with lengthy on boarding times due to development work required for each customer.
Adept has been designed in a way to give your teams the power to design their own operational configurations and client parameters in relation to workflows, actions, commissions, etc.
The solution extends to customer and client portals, and mobile devices to allow your field workforce direct access to their accounts for asset recovery or enforcement activities with real time updates to your office-based staff meaning that accounts can be worked faster, and revenues delivered quicker.
Our compliance focus is inherent within Adept, including affordability assessments, payment arrangements, vulnerability tracking and complaint management tools all included as part of the solution.
customisable
Store all your relevant customer account information, which can vary per client e.g., an energy client will display different fields to a finance client.
These can all be customised for each client.
contacts/parties
Store multiple contacts or parties against each account, e.g. multiple customers, 3rd party management companies, guarantors, solicitors etc.
Each contact party can have multiple addresses and contact methods associated with them.
communication
Call, e–mail, or SMS the contact from this screen with a simple button click, and the option to select a template (email or SMS) to be prepopulated.
affordability
Affordability calculator is also stored at the party contact level, with a history of prior records allowing you to see any trends or make simple changes.
The calculator will automatically calculate disposable income which can then be used to set affordable payment arrangements.
contacts
Store multiple contacts or parties against each account, e.g. multiple customers, 3rd party management companies, guarantors, solicitors etc.
Each contact party can have multiple addresses and contact methods associated with them.
actions
View a history of all (non-financial) actions taken on the account, with the ability to easily filter – these can be system/workflow actions or agent actions.
update
Add or update actions to close them off, the system will execute any pre-configured activity against the action – e.g. place the account on hold, send an email / SMS, generate a worklist follow up.
open actions
Easily identify “open” actions to steer the agent as to what is needed from the customer, or why the customer may be contacting.
historical
Similar to the History tab, various vulnerabilities and events can be added and stored historically to see any prior or current events/vulnerabilities.
information
Each vulnerability type and/or event has its own set of bespoke capture scripts to ensure all necessary information is gathered from the customer.
productivity
These items can then be used to drive workflows and automation, specific to the customer and in compliance with FCA requirements.
Another historical view of any complaints (current or prior) on the customer’s account.
Timescales are tracked to ensure compliance with resolution times.
Data capture to include reasons, resolutions, root cause, costs.
Automated communications can be sent at the various stages of the complaint.
Financial Ombudsman escalations can be logged and tracked against the original complaint.
historic
Access all historic documents (letters, emails, SMS, scanned documents) based on user permissions.
documentation
Manually generate documents & letters to be sent to the customer.
correspondence
Automate uploads of incoming correspondence. This can also be done manually.
full view
Full ledger capability, displaying debits and credits (invoices, payments, reversals, credits, adjustments) with the ability to allocate based on different rules (e.g., oldest first).
commission rates
Pre-configured commission rates can be automatically applied to payments, again with rules around allocation which forms invoice backup.
transaction history
Each transaction has a drill-down history of allocation and commission calculations where applicable.
transaction history
Data can be imported from multiple sources, i.e., bank statements, card payments, etc. and APIs are available for payments taken via our payment solutions for real time ledger updates.
worklists
Worklists are at the heart of the automation within Adept – these can be system managed, document production, dialler campaigns, or agent review.
rules
Document production worklists are populated via workflows and action configurations, to automatically produce a document (letter, email, SMS) to the customer based on a set of rules/filters, or an agent action added during a call.
calls
Dialler campaign worklists are typically workflow driven, based on when calls are due to be made to the customer. The agent simply joins the worklist to have the connected calls presented to them using the Commpli API.
dashboard
The dashboard view of worklists allows you to see how many items are due in each today, and in the future, allowing you to plan and allocate resources accordingly.
review lists
Review worklists are again populated via workflows or actions and operate similarly to the dialler campaigns (minus the telephony!) whereby the agent joins the worklist and is presented with each account in turn.
rules
Worklist access is permission based, so you can decide which individuals or roles should be assigned.
global/shared configuration
documents
Set up all your master letter / e-mail / SMS templates. These may be client specific, or the client details might be parameters within the data that are merged into your template.
Once the documents are uploaded and the merge-fields are mapped, these are then available to use in your client specific workflow and action configuration.
worklists
Create the worklists you need to facilitate your operational needs. Typically, this is part of your workflow design, where you define the worklists that will be needed to execute this.
Depending on the type of worklist and your own preferences, again this may be client specific or could be shared across multiple clients – e.g., you might run a dialler campaign containing data across multiple client accounts, or letters can all be produced in a single worklist regardless of client.
Permissions for the worklist are assigned to limit who can see / work the items.
actions
This is where you create all the action codes, you’re likely to use across all clients. Some of these may be common items used across many clients, or there may be some client specific actions.
The action structure has a high-level action code and a secondary reason code to allow you to group these appropriately and make it easier for the user to select what they need to update on an account.
The configuration against the actions is then applied at the client account level, so whilst the same action may be used across clients, it can execute different processes on each client – e.g., whether the account goes on hold, any worklist follow-up or email automation.
Once your global configuration is in place, you can then determine at each client level the more specific configurations required to deliver the services.
client set-up
Set up your top level client, storing their name, address and contact details as well as any legal status / registrations.
You can also store internal contacts associated with that client (e.g. account manager) and upload documents such as contracts. This is effectively a mini CRM relating to your client.
workflows
For each client or segment, design your strategies using our easy to use workflow tool.
Apply filters and rules at each step, and utilise the configurations of actions, document templates, worklists to automate your processes.
actions
Again, for each client define what actions and reason codes can be used and the automation behind them with options to trigger processes (mini-workflows), put accounts on hold, generate letters/emails/SMS or schedule a follow up.
This means whenever the action is used, it will read the client configuration and generate the automated tasks.
client accounts/services
Within the top level client, you can then add client accounts and services to form a 2 or 3 level structure.
These would be separated based on the type of work you are undertaking (e.g. first party vs third party collection, live vs lapsed customers) or perhaps if the fee/commission structure differs.
Currency can also be set at this level if you are operating across multiple territories.
Elements of the configuration can be shared across the client accounts therefore the configuration only needs updated once but can affect multiple client accounts.
charging/commissions
Fee structures are added to the top level client record, and then within each client account you determine which charging structures apply.
This again means that you can share structures across client accounts rather than have to duplicate the same settings multiple times.
There are various options on determining commission rates, taking into consideration the length of time or age of the account.
Flat charges can also be used and automatically generated based on actions – e.g. a trace action can generate a fee.
All of these financial charging structures are stored on the ledger and available for reporting/export to drive your invoicing systems and track fees throughout the period.
Our PCI compliant payment solutions are available within both Adept and Commpli, encompassing:
online
SafePay link to pay can be embedded within your communication providing the customer a unique link to pay securely online.
dtmf
Agent guided DTMF payments, where the customer stays on the line and the agent talks them through the secure payment process – these can be one off card payments or continuous authority regular payment plans.
automation
Self-serve IVR payment lines covering full ID&V and payment authorisation.
In addition to all the Commpli reporting and management tools via GDMS, Adept also has all the available data you need to monitor and track performance.
Invoice backup reports and revenue status can be generated from the payment data to let you understand your collections performance.
Adept can extend to customer and client portals, and mobile devices to allow your field workforce direct access to their accounts:
Useful for asset recovery or enforcement activities with real time updates to your office-based staff meaning that accounts can be worked faster, and revenues delivered quicker.
get in touch today
to find out how we can help!