Disrupting Debt Collection

 

We are revolutionising the industry with a new customer centric standard for managing distressed debt. This new approach sees progressive business processes being combined with innovative technology aimed at achieving improved collections efficiency, an enhanced customer experience and a better recovery result.

Customer centric collections focuses on a broader understanding of the customer as well as strategies that can be implemented to enable credit repair. Debt collection is no longer viewed as an archaic process focused only on collecting overdue accounts. Instead, it is becoming a more holistic approach that creates greater customer engagement by delivering a seamless, consistent experience for customers at every step.

Nimble handles between 2.5 and 3.5 million accounts. Customisation enables more personalised attention and assists customers to be more in control of their finances. It makes repayments more feasible while ensuring that customers are not extended beyond their means. Being in a position to help our customers manage both their finances and their debt is a cornerstone on the journey to credit repair.

We recognise that customers require engaging digital self-service options. The NimblePay App and Nimble Forms (online collection forms), allow our customers to access their accounts at any time of the day, update their personal information, and create tailored repayment plans that suit their budget, all on a safe and secure digital platform. Digital self-service channels remove the embarrassment and intrusiveness of the traditional collections process.

This shift in perspective has encouraged Nimble to move towards an environment which is co-creating value with its customers. Turning a customer centric approach into a productive reality, takes continued commitment to coordinate systemic changes in many areas – from re-defining core strategic values to measuring and rewarding employee performance. It is these on-going and iterative changes that can provide a sustainably better solution for our clients, employees and our customers.

 

Written by Swati Safeda, E-Branch Executive

(1) Comment

  • Christine Jordaan April 18, 2019 @ 9:45 am

    Swati. I totally agree with this approach. At PBS College we have been steering away from training that concentrating on just collecting overdue accounts. We found that with the traditional archaic approach of focussing on old accounts, all that happens is that the current accounts become overdue. If you do take an holistic approach in credit management you are setting yourself up for success. The holistic approach will start with motivated staff who will ensure that customers’ experiences are a pleasant one with service excellence as there primary focus. PBS College students walk away from training with a passion for service excellence.

    Regards
    Christine Jordaan

Leave a Reply

Your email address will not be published.