Built Salesforce based Collection-as-a-customer-Service (CACS) for a debt buying company

December 14, 2021 | Published by

Business problem

Our client, a debt collection and management company had huge records about consumers containing data pertaining to contact information, consent information, and legal information amongst others. The company followed the collection process based on the American federal law. The firm needed a future-ready system that would allow for amount realization by the effective use of big data.

Business analysis

On having a closer look at the client’s business and collection process which included the company’s collection agents sending emails and telephonic reminders to consumers (Debtors) for amount realization, we analyzed and proposed the client to build a salesforce based integrated customized information platform. This cloud-based technology platform will serve as CacS (Collection-as-a-customer-Service) for storing and maintaining comprehensive consumer database and assisting in effective amount realization.

PureSoftware solution

After analyzing the client’s requirements, we integrated the debt collection engine (developed by us) and a leading debt management platform to receive complete information about each consumer/account. A customized solution was designed with over 20+ custom objects and 5+ custom Aura & LWC applications. The solution included built-in features like 360-degree consumer tracking, report generation for collection calls, and bulk email functionality to send notifications and communications to customers, integrated mechanism for pulling up all account and communication history of inbound consumer calls, consumer consent for communication and account specific channel consent, and a chat support facility with integrated AI capabilities.

Results

The solution was designed as future ready system that can be scaled to incorporate newer features

The cloud-based system eliminated the need and cost to maintain servers on premise

There was a significant improvement in communication and amount realization process through chat, calls, and emails.

Technology Stack

Salesforce service cloud

Custom objects and Schema design

Aura and LWC custom applications

Integration (REST, Bulk, Platform Events)

MuleSoft integration