Strategien im Adeptra-Portal

Transcription

1 Strategien im Adeptra-Portal Burkhard Meier Senior Account Executive 1 User Interface Überblick Das Adeptra Portal ist unterteilt in 4 Hauptfunktionen: 1. Portfolio Manager» Regeln & Strategien 2. Direkt» Real-time Eingabe und operationelle Aktivitäten 3. View» Reporting und Analysen 4. Helpdesk» Online Hilfe / Ticketing System 2 1

2 User Interface Portfolio Manager Der Portfolio Manager ist unterteilt in 8 Funktionen: 1. Portfolios» Konsumenten-Gruppen unterteilt nach Produkt, Region, Land, Mahnstatus etc. 2. Strategien» Definition der Kundenkommunikation nach Kanal, Anzahl der Kontakte, Dauer, Inhalt der Kommunikation inklusive Optionen 3. Auto-Strategien» Standardstrategien, die wiederverwendet werden oder nur geringfügig geändert werden müssen 4. Call Windows» In der Strategie vorgesehene Kontaktzeiten 3 User Interface Portfolio Manager Der Portfolio Manager ist unterteilt in 8 Funktionen: 5. Analyse» Möglichkeit der Einzelfallverfolgung 6. Filter Test» Möglichkeit mit früheren Fällen neue Strategien zu testen 7. Changes» Nachweis über Regeländerungen (Art, alte/neue Werte, Zeit/Datumsstempel) 8. Admin» Rechteverwaltung 4 2

3 User Interface Adeptra Direct Adeptra Direct ist unterteilt in 6 Funktionen: 1. Dashboard» Das Dashboard bietet einen grafischen real-time Überblick der Anwendung 2. Search» Identifizierung von Cases mit der Möglichkeit, sie zu stoppen» Schutz spezieller Fälle 3. Applications» Beobachtung und Modifikation einer oder mehrerer Applikationen eines Klienten 4. Filters» Filtern bestimmter Gruppen (z.b. Blacklists, Produktgruppen, Nummernkreise) 5 User Interface Adeptra Direct Adeptra Direct ist unterteilt in 6 Funktionen: 5. Aktionen» Nachweis über Stopps, Pausen oder Zusammenfassung der Aktivitäten an der Applikation 6. Änderungen» Nachweis über Konfiguration und Änderungen durch die Applikation 6 3

4 User Interface Adeptra View Adeptra View ist unterteilt in 4 Funktionen: 1. Reports:» Standard Format (Zeiträume, Werte für Portfolios, Strategien etc.) 2. Scheduled reports:» Standard Reports können regelmässig gefahren werden 3. Analytics:» Erweiterte Reports erfolgen über Pivot-Tabellen 4. File Browser» Sichere Uploads und Downloads von Dateien 7 User Interface Adeptra Helpdesk Adeptra Helpdesk 1. On-line: Support allows you to raise a request via the portal and track progress through the interface. This allows for an audit trail of activities and transparency between the reporter and the helpdesk engineer. 2. By Phone: The Helpdesk is open 24X7X365 and engineers can be contacted to raise issues for resolution. 8 4

5 Common functions explained User Interface navigation This presentation is provided for the recipient only and cannot be reproduced or shared without Fair Isaac Corporation's express consent. Creating a Rule New Rule»Creating a new Rule: To create a new APM rule Select New Rule button. Give the rule a meaningful name Select the required condition Select the required action Save the rule 10 5

6 Creating a Rule»Creating a new Strategy: Select New Strategy and give it a meaningful name, as this will be present throughout APM and in reporting. 11 Creating a Rule New Call Window»Creating a new Call Window: Select New Call Window from the Call Window Tab.»Give it a Name: Allocate a name to the Call Window»Create Settings: Set call windows as required. Click in an empty space to create new, red cross to close, arrow to enlarge/shrink, anywhere in the window to move 12 6

7 Creating a Rule Edit Settings»Amend settings from Default: A new strategy will be created with Default settings. Edit and amend as required.»assign Call Window: Assign call window required for the strategy. All APM call windows and Default settings are available for selection. 13 Example Collections APM Rule 1»Define a Rule Name: Give each Rule a meaningful name, as this will be carried through to reporting. In this case Predelinquent Low Value»Select a Condition: Select a condition from the fields available in the View selection box. In this case daysdelinquent and AmountDelinquent.»Define an Action: Select an Action from the Dropdown box. In this case Goto Strategy, requiring the further selection of the Strategy. 14 7

8 Example Collections APM Rule 2»Determine the Rule Order: Rules are evaluated from top to bottom, and alert will obey the first rule that the qualify for. This rule is rule 3 in the rule base.»ensure the rule is Active: Rules are inactive by default and should be activated when required. This will cause them to be evaluated from the next file/alert load.»then SET: This features means that any case which is validated as true against this condition will have the Outbound ANI SET to the number in the rule, overriding any setting within the Strategy for this alert 15 Example Collections Triggering a treatment»adjust Treatment Setting: Strategies will be created with default settings. Amend the strategy treatment setting as required. In this case, we will not offer the options which lead to a plusconnects in several modules. The call sequence has also been modified 16 8

9 Example collections strategy 17 Example content SMS Module Template Name Content Number of characters Response Actions Common STOP/Help Response We received a <Help/Stop> Response from your handset. To prevent further 132 messages to your handset please contact us on <Call Center Number> Terminate case. Response Common Invalid Response - Missed Payment Thanks for responding. The response we received was invalid. Please (Low& Medium Risk) respond 1 to make payment now. Card /Overdraft/ Invalid Response - Missed Payment Thanks for responding. The response we received was invalid. To prevent Checking Account (High Risk) you experiencing difficulties using your account press 1 now to make a payment. Common Invalid Response - Promise Reminder The response received was invalid. If you haven't made the payment you agreed on <promise date> reply 1 now or call us on Common Invalid Response - Broken Promise The response we received was invalid. It's important that you reply 1 now to make a payment to prevent further action. Common Valid Response - Triggering Voice Call Thanks for responding, our automated service will call you in just a moment. Please exit this message. Common Valid Response - Out of hours Thanks for responding. Our automated service will call you during our opening hours which are <open hours>. Common Valid Response - PTP Thanks for responding, we will update your account to confirm you will make a payment of at least <amount due> to your <product account> within <PTP Days> Common Valid Response - Confirm Mobile Number Thanks for confirming your mobile/cell number with us; we ll update your records. Common Request to confirm mobile number Thanks for entering your mobile/cell number for your <product> account ending in <1234> to confirm please reply 1 and we will update your records, 98 Store in inbound data cache 151 Store in inbound data cache 136 Store in inbound data cache 118 Store in inbound data cache 102 Trigger voice strategy 107 Tigger Voice Strategy - pend for next open window 154 Send Memo 82 Update Record (where possible) or Report. Terminate case. 147 Pend case waiting for confirmation.»sms templates are defined as:»outgoing initiating messages»response messages to consumer replies»standard responses as shown above for invalid responses or out of hours messages etc. 18 9

10 Example content Mobile Direct Confirmation of choice Module Template Name Push Notification Message Content Response Actions Common Confirm PTP Header: <CLIENT> Thanks for agreeing to pay <PTP Amount> to your <Product> account within Content: Tha nks for agreeing to make a <PTP days>. It's important this payment reaches your account to prevent payment further action. Common Confirm Credit or Debit Card Payment Header: <CLIENT> Thanks for making a payment to your <Product> account using your (inc quick pay - tokenised payment) Content: Thanks for making a payment <credit/debit> card ending in <1234>. This will be credited to your account within 48 hours. Common ACH Electronic Cheque Payment Header: <CLIENT> Thanks for making a payment by cheque your confirmation number is Content: Thanks for making a payment Common Confirm Payment Direct From Bank Header: <CLIENT> Thanks for making a payment to your <Product> account from your <bank Account Content: Thanks for making a payment account> number ending in <1234>. This will be credited to your account within 48 hours. Common Confirm Direct Debit Payment Header: <CLIENT> Thanks for setting up a Direct Debit from your <Sort code look up Bank Content: Thanks for setting up a direct Name> account ending 1234 to make payments to your <Product> account. debit Common Confirm Payment Arrangement Header: <CLIENT> Thanks for agreeing to make additional 6 payment of <$1,500.10> monthly. It Content: Confirming your installment is important you keep up these payments to prevent further action. plan Common Confirm Extended Term Header: <CLIENT> You have selected to extend the term of your loan by X month(s) to cover Content: Confirming the extension of overdue amounts. You must continue to make payments of <AMOUNT DUE> your credit agreement from < > and payments must continue until < > until the amount is repaid. Common Confirm Payment Holiday Header: <CLIENT> You have been awarded a payment holiday. Remember your account Content: Confirming your payment continues to accrue interest and you MUST resume payments on holiday <01/03/1013> to avoid further action. 19»Mobile Direct (Mobile Application) Messages are defined as:»outgoing initiating messages that trigger a specific type of response mechanism from the consumer typically voice, web or app.»confirmation response messages to verify the choice/option the consumer made on another channel as shown above»standard responses similar to those used for SMS to cover invalid responses or out of hours messages etc. Example content Module Template Name Message Content Response Actions Common Payment Reminder Header: <Client,> <Product> Payment Reminder Service None - customer should call or use the link. Dear <Customer Name> Your <Product> ending in <LAST 4> re-payment for this month is due shortly. We are using our payment reminder service to help you avoid any additional interest and fees and help you make your payment on time. The quickest and easiest ways to make a payments to your account are: * Make a payment on-line at * Pay using a credit or debit card either on-line at or by calling our payments line on 0800 xxx xxxx. Do get in touch with us if for you are having difficulty making your payment. <Client>» messages are defined as:»outgoing initiating messages that trigger a specific type of response mechanism from the consumer typically voice, web or app.»they are typically set by nature of the type of collection, product type and the stage of collections 20 10

11 Example content