Other Success Stories

A few of the very many projects we've been involved in:

Product launch - Equasion functionality questions

A series of days on behalf of a client researching and answering the questions that all started with "how do we get the FDR system to..."

Collection PCF settings review

A couple of days understanding the processes within the client's debt recovery department, and then reviewing the Equasion systems settings in this light. Many recommendations were made allowing the client to further automate their department.

Product launch - Set the entire PCF

Accompanied the client to a series of "product launch PCF" sessions at FDI's offices (in Basildon) to review and set their PCF. In both cases the number of days set aside by the client and FDI to complete this task was dramatically reduced.

FDR System "problems" internal escalation procedure

Reviewed the "procedures" within the client for raising queries with FDI with the specific aim of reducing phone calls to FDI client services. Ultimately this involved training the client on using and understanding FDI's documentation, introducing a process of escalation within the company via their Call Centre "Helpdesk" and introducing a system of prioritisation.

Risk & Profitability scoring

The client wanted a Risk and Profitability scoring solution, but was bewildered by the number of options within the market place. Handled the Request for information between the client and potential vendors.

IT Helpdesk

We "designed", project managed and launched the client's internal IT Help Desk; from configuring the Helpdesk software, implementing the aspect telephone system, establishing work procedures, priorities, and service levels.

The Helpdesk supports all "systems" within the Credit Card Centre, including the FDI system.

Knowledge Base

Reviewed on behalf of the client an external vendors neural network based knowledge management solution for use within their IT Helpdesk. Produced Pros and Cons document and cost justification should the client decide to pursue the option.

Accounts Department Review

Reviewed all procedures with the clients Accounts department with a view to identifying areas of automation. Particularly interesting as this involved dealing with many different systems, both PC and mainframe based, whose current only means of communicating with each other was usually via a human being.

Increase Collections Powerdialler efficiency

Complete overhaul of the procedures surrounding the client's ACCD ("Powerdialler"); such as the exclusion list, dialler sort sequence, calling times, result codes etc.

FALCON launch

Significant involvement in the client's Fraud review project, and the implementation of Fair Isaac’s (then HNC) Falcon Fraud Detection product.

TRIAD launch

Cost justified the expense of TRIAD, and went onto project manage the launch and convert the existing process to TRIAD strategies, before finally recommending and designing the first wave of TRIAD challengers.

Strategic (Hospital) Helpdesk review

Reviewed all procedures within the clients IT Helpdesk (the client being a large major London hospital). Produced recommendation paper for the board of directors identifying areas of improvement prioritised by cost, ease of implementation and projected impact.

The PI Master List

Developed a system for managing OPCF strategies and methods and successfully implemented the solution into two entirely different credit card institutions.

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