Front-line Communication In Debt Management

Introduction

POM launched the Ticketbox capability earlier this year on the POM Collections platform. This new capability will support front-line staff who want to provide outstanding service to their customers, want to have all communications at their fingertips and streamline workloads handling customer requests around credit & collections.???

Key Features

Ticketbox does not intend to copy an Email client such as Outlook or Gmail. It’s designed to centralize all communication within the POM platform, and help frontline teams to distribute and streamline workload of inbound traffic. Current features are:

• Reply to an inbound email
• Archive emails
• Delete emails
• Assign an inbound email to a team member
• Mark an inbound email as read
• Mark an inbound email as unread

Addressing Pain Points

Ticketbox enables teams to address key challenges in their day-to-day routine, most notably: Single-source-of information No more does your team need to toggle between POM Collect and other business applications to retrieve previous communications around customer requests. It enables the front-line staff to support the customer instantly with all insights at their fingertips.??

Workload distribution Incoming requests can be assigned to the appropriate subject matter experts instantly, without any delay or avoiding overflowing queues in your customer service center. The right staff members working on the right customer requests. All the time.?

Performance optimization Ticketbox enables customer support teams to optimize their individual and team performance by providing the tools to deliver outstanding support with the highest turnaround time.

Business Outcomes Impacted

Operational Excellence Streamlined operations, resulting in faster turnaround times, higher throughput of customer requests

Customer retention offering outstanding customer support will set you apart from the competition and drive customer loyalty and life-time value.?

Total Cost of Ownership & Return of Investment? optimizing the process in the front-end of your credit & collection processes typically has a direct impact on Total Cost of Ownership and Return of Investment. Faster turnaround of customer requests at a higher / personalized level impact customer satisfaction, net promoter score, and net retention