2 Introduction By listening to and understanding our client s needs we can make a positive impact on business cash flow. Every client benefits from our expertise, supportive technology, distinctive management approach and our consideration of the broader implications of selecting the right agency that will deliver a service equal to the high standards you would expect from your own team: with Controlaccount taking care of your credit control and debt recovery needs, your company can focus on its core business. As a member of the Credit Services Association, Controlaccount applies the highest professional standards maintaining accreditation with all the necessary regulatory bodies. All recovery instructions are processed strictly in accordance with legislation, internal quality procedures and codes of practice. Our experienced personnel, together with our flexible technology, enable us to service a broad range of sectors in the UK marketplace. Core Values At our core we are committed to excellence by developing innovative recovery solutions that improve overall collection performance, whilst treating customers fairly. A continuous investment in modern technology enhances administrative support and delivers cost effective and efficient services to our clients. As well as being members of the CSA, our staff are Collector Accreditation Initiative (CAI) qualified, ensuring a high standard of knowledgeable and ethical practice. In providing the service our aim is to deliver success through excellence in a client focused, transparent environment where dedication and talent are nurtured and rewarded. This can be summed up in our values shown to the right. Controlaccount Core Values Putting Customers First We exist to serve our customers and our success will be determined by how we meet their needs and perform for them. Integrity We do what we say we will do. Our people demonstrate a personal commitment to think and act responsibly towards customers, colleagues and the overall objectives of the company. Fairness 2 Teamwork A dedicated team is a good team. We believe that thinking, planning, decision making and action taking are better when done co-operatively and we value the contribution of each person to the team's success. Fairness is inherent in our approach. We will be consistent and even handed in our procedures, policies and in dealing with others. Success Transparency An open and accessible culture, constantly reviewing the ways in which we work in order to make sure we put the principles of transparency into practice. The belief that success in all aspects of the business enables us to deliver on all of our other values. 4 6
3 Why Us? In credit management, companies are beginning to see that the fixed costs of running a credit control department may actually be a far more expensive way of collecting the majority of their outstanding accounts. Many organisations find it more cost effective to concentrate their credit management function on their major accounts and pass the management of the remainder to a third party agency. The reduction in costs can be remarkable, and if the most appropriate and professional agency is selected, there is no negative impact on customer relations. We provide a complete service from initial forms of contact and negotiation, to tracing and litigation. Our service is a tailor-made combination of letters, telephone calls, SMS messaging and s which specifically meet the needs of the individual client. The core strands of our service include: Up to the minute online access to view all accounts Letter and telephone debt recovery SMS and recovery In-house legal team Branded letter production and dispatch Trace and address verification Credit control Controlaccount is committed to innovative development by utilising up-to-the-minute technology to improve both communication to clients and debtors. Led by our systems team, we are able to produce our own bespoke software tailored to your requirements. Alongside our usage of SMS and other electronic communication campaigns, we are able to have complete control over the entire recovery process. Our experienced personnel, together with our flexible technology enable us to service a broad range of sectors in the UK marketplace.
4 Expertise We have the privilege of working with major blue chip organisations in logistics and transport and well respected organisations within healthcare, veterinary care and education. By understanding their unique environments, we are able to provide an efficient and professional experience suited to their requirements. We have achieved record results for our clients: A market leader in freight exchange had their recovery rates improved by 62% after partnering with us. Trading body the National Carpet Cleaning Association have reduced their outstanding payments by over 80% since For a leading global freight company we improved cash-flow by 12%. In the 5 months in which we have been working with a regulatory body, we increased their paid in full statistics by 60%. Working on a no success, no fee basis, we ensure a return on your investment. Working alongside the Late Payment of Commercial Debts Act (1998), we are able to support businesses collecting debts whilst maintaining your reputation and preserving your customer relationships. Our Client Base We respect our client s needs to maintain customer relationships despite dealing with payment negotiation. With that in mind, we are happy to be the face of the management process for you. We are proud to represent leading companies in their field of expertise, and have achieved record results for them.
5 Logistics Expertise We are proud to represent world-leading logistical brands. Controlaccount have the expertise to navigate issues surrounding customs and tax duty, HMRC, and shipping charges. Within our portfolio, our experiences range from dealing with multinational giants to smaller and more localised shipping organisations. This has enabled us to develop years of experience and understanding of the industry. Utilising the Late Payment of Commercial Debts (Interest) Act 1998, we can recover additional costs incurred by delayed payments to rebalance records. This enables us to recover and deliver the entirety of the amount outstanding, not a proportion. As with our no win, no fee arrangement, we are able to assist with a wide variety of debt including low value or absconded debt using our legal and tracing team who are on hand to advise you of your options. As part of our expertise within logistics we can offer: Access to up-to-date case information using our specialist software A mix of communication tools tailored to suit you and your customer Data cleansing, trace and investigation options Legal recovery option Telephone call recording for peace of mind Dedicated account manager on hand Collector Accreditation Initiative (CAI) trained collectors Controlaccount will always favour early negotiation over litigation procedures, and as a result, we abide by strict ethical and legal standards in order to maintain continued customer relationships.
6 Education Expertise We understand the immense pressures facing the education sector, and through years of experience we have built up a portfolio of clients in higher education. With the addition of cuts made to education, it is vital for institutions more than ever to retain control of their finances. Key features of our service include: No account set-up charges. Installment negotiation and monitoring Early dispute resolution Telephone call recording Legally trained collectors Controlaccount work with universities and colleges nationwide to confer with defaulted or delayed tuition, accommodation or library fines. Some commercial debt may arise when corporations arrange for educational training, or even related costs to the training such as hospitality costs. Utilising the Late Payment of Commercial Debts (Interest) Act (1998), we can recover interest fees to cover the additional costs of delayed payment. It can be particularly difficult when tracing students who have moved or are overseas. Our tracing team are able to utilise ethical tracing techniques when contacting national and international subjects. Wherever possible we always advocate fair communication and negotiation means to come to an agreement. In unresolved cases, we can opt for litigation if required. Throughout all of our services, we practise by a no win, no fee basis and other benefits:
7 Medical Expertise Throughout our 30+ year career, we have been the first point of contact for the medical industry when dealing with unresolved credit control issues. We understand the sensitivity of working with subjects to determine the best course of action, and working alongside healthcare practises to maintain professional confidentiality. We know arrears can arise in various ways, and it is in the best interest of both the practise and the subject to negotiate a solution first and foremost. To enable us to do this, our professionally-trained collections team use a mix of communication tools including SMS campaigns, s and traditional mail and telephone contact to come to an amicable agreement with patients. As part of our medical expertise we can offer: No collection, no fee assurance Liaising with embassies Specialities such as private patient debt, overseas visitors, worldwide collection and insurance companies Early dispute resolution Legal recovery option Trace and investigation services Telephone call recording for peace of mind Specialised software to track case progress Controlaccount have the expertise to trace and negotiate with worldwide not just UK cases. Our ultimate aim is proceed with ethical means to recover amounts owed, without forfeiting client patient relationships. We strongly uphold the belief that all practises should be accordance with the Credit Services Association (CSA) guidelines. As well as having a dedicated account manager who specialises exclusively in the medical industry and can offer guidance when required, we can help you achieve your recovery goals.
8 Our Legal Services At Controlaccount, we have a dedicated and professional litigation team solely dedicated to resolving your outstanding credit issues where we are met with a stubborn refusal to pay. Our experienced staff are trained to handle cases from initial enquiry up to and including enforcement, without engaging third party services. The features that our legal team provide include: Early dispute resolutions Pre-litigation reports Case preparation and management Customer guidance Claimant advice and court attendance Post-judgement enforcement Interactive client portal for up to the minute information You can be assured that a highly qualified in-house team will handle everything on your behalf, professionally and ethically. Although costs can vary from case to case, many charges may be passed onto the subject. This enables us to offer competitive rates which are substantially cheaper than traditional solicitor services.
9 Our Trace Services As an organisation, we are dedicated to solving all of your recovery operations in-house. Occasionally this can require establishing a re-connection with your customers, which is where our tracing team can step in. Key points and capabilities: Tracing is reliable - we have a success rate of 85% UK and international options available Accurate and up to date data cleansing Customisable options to suit your needs Free service as part of workflow where appropriate, to enable seamless collection Can be offered as a standalone service at competitive rates to assist a pre-collection system More than just obtaining new contact details, this involves re-engaging a dialogue with the subject. As part of the process, the team operates under strict adherence to the Data Protection Act (1998), the Credit Services Association regulations, and also the guidelines from the Office of Fair Trading. This not only ensures we treat our clients with fairness and honesty, but also work with them to achieve the results they desire. Here are some reasons as to why tracing is an invaluable part of the process:
10 Branded Communications Outsourcing We know how important your image and branding are. That s why we work together with our customers to ensure our representation is consistent with not only our own values, but also theirs. In addition to our other services, we offer an outsourcing facility to take care of your mailing communication needs. As printing and postage costs soar, many organisations find relief in sourcing their communication needs outside of their business. We aim to provide a hassle-free, responsible way to convey your message without losing any control of your branding and values. Using one of the few UK Pantone-accredited printing facilities, we are able to faithfully reproduce your identity in line with your branding guidelines. As we recognise the importance of being environmentally conscious, we can meet your e-billing needs this can drive down postage and material costs considerably, as well as saving time.
11 Technology Controlaccount prides itself on its use of innovative technology. At the heart of our operations, we have an in-house development team who have devised a powerful on-line, up-to the minute system that enables you to see the status of any accounts you have with us in real time. Key features of our bespoke software package include: Provides up to date, real time information on all accounts. Simple to navigate with multiple search options available. Provides details and dates of all documents which have been sent to the subject. Enables the adding of notes to the accounts, changing of address details or requesting an account closure. Includes litigation details (if relevant), providing court details, claim and judgment information. Customisable report facility - reporting on your inventory and payments giving the status of all cases. Multiple customised reports are available that reflect the requirements of your business. An upload facility enabling you to send any document to Controlaccount at any time, from new referrals to supporting documentation. A suite of reports can be customised to each client to suit their own requirements, and individual cases can be noted if you require us to take action. Any document type can be uploaded which enables simplicity and ease of use, freeing up your staff to focus on other matters. Additionally our system is backed up with a support network with staff on hand to answer any queries you may have, and we are constantly looking at ways to improve and develop it.
12 The Team We have a dedicated credit control team but there are times where further action is required to make our clients prioritise their debt, so we employed the services of Controlaccount PLC. The process is easy; Controlaccount provide an e-link with our credit control where we select debts for referral and enquire and report on outstanding accounts. The first letters are sent, adding any late payment fees and penalties. Telephone and contact is made to obtain payment and/or payment plans. Litigation can be used as a last resort and Controlaccount take care of everything. Kathryn Walker Credit Controller at DMJ Graham Ball - Chairman, Chartered Accountant After obtaining an honours business degree at Leeds in 1972, Graham joined Arthur Andersen & Co (later DeLoitte & Co) and qualified as a Chartered Accountant in He later became a senior financial analyst with BICC, specialising in acquisitions. In 1980 Graham started Controlaccount from the back of a recruitment agency in Holborn. The underlying ethos for his fledgling company was that debt recovery could be firm but fair. In 2008 he sold a majority share of the business to his fellow directors and he continues as a committed and partially executive Chairman of the Board. From there he became a Board member of the CSA for two years - his remit being to represent the SME members within the industry saw Graham take on the position of Chief Executive of a leading private hospital in South West London. He also continues to run a Charitable Medical Foundation which he founded in 2007, as well as chairing a local environmental charity. David Harvey - Managing Director David has worked in the industry for over 30 years, and joined us in David has collaborated with Paul Husband in a number of financial projects for over 40 years. Together they have worked to establish Controlaccount as a market-leader, using their experience to aid organisational growth. Paul Husband - Sales & Marketing Director Paul joined us in 2008, having worked in the credit industry since With his background in credit management, Paul and David have worked together over the years to offer resolutions for credit controllers nationwide. He has been a member of the Institute of Credit Management for over 20 years and has served as a committee member of the West Midlands branch. Ian Mitchell - Business Services Director Specialising in software, Ian has designed and implemented debt recovery solutions throughout his 20 year career in IT. In 2009, he joined Controlaccount to oversee technical operations. Ian s expertise in system operations has been at the forefront of our development in client communication. Controlaccount PLC Compass House, Waterside, Hanbury Road, Bromsgrove, B60 4FD
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