By outsourcing the servicing of your accounts receivable to D&B RMO, you will have both internal (processes efficiency) and external (customer relationships) quality levels upgraded, enhancing significantly your business know-how.
Find out more:
- Tangible D&B expertise
- Acting as an extension of your staff
- Acting as an extension of your system
- Enhancing your customer data
- Live calls generation
- Instantly actioned and processed
- Protect your brand image
- Monitor your customer satisfaction
- Ensure ultimate recovery
Tangible D&B expertise
Through D&B RMO, D&B have more experience in receivable management outsourcing than any other provider. D&B's well-established pedigree of partnering with Australian business for over 160 years has developed intellectual property, procedures and processes which will ensure you get value for your investment.
You can draw on the best-demonstrated practices for receivable management, fine-tuned over D&B's many years of service. We manage your accounts based on , age and risk profile. We constantly monitor account volume and workloads, apply the efficient resource levels.
Partnering with D&B RMO provides you access to real-time learning and improved practices from across the spread of D&B RMO clients. D&B Outsourcing is dependent upon high levels of confidence and trust within our relationship with your organisation.
Acting as an extension of your staff
D&B RMO works as an extension of your staff, whenever you need help servicing your receivable assets, strengthening your customer relationships and improving the productivity of your staff. We provide you with the right mix of people and support your needs at any stage of your receivables management process.
When servicing your accounts, we initiate contact with your client in your name. Customers have no knowledge of D&B RMO's involvement in the process (unless asked to do so). Our anonymity ensures you of continued good standing with preferred clients, which can translate into higher satisfaction for them and additional future business for you.
Acting as an extension of your system
File reconciliation
No need to alter your IT processes, the sophisticated D&B RMO system allows us to accept the receivables data file that you provide (customer details, invoice and payment files) in a variety of formats from most in-house invoicing and accounts receivables systems. This process is also reciprocal allowing us to produce data back to you in pre-agreed, acceptable formats.
A near real time link will be set to exchange information, expediting the process and increasing the quality of data for use by both organisations. Thanks to this seamless integration, we can provide you with daily, weekly and monthly web-based reports and customer extracts.
Enhancing your customer data
Automatic screening
D&B RMO apply automatic screening of your receivable file to enhance its quality. Cleaning up incorrect data and appending update contact details enables us to contact your accounts quicker.
Live calls generation
Predictive dialling
To optimise phone time, D&B RMO uses a predictive dialling system which generates live calls to its agents as they become available.
While our agents are collecting, the engine is controlling the quality of the continual calling list delivering to each agent only workable calls (avoiding numbers that are engaged, wrong, answering machines or facsimile). This feature allows the agents to focus on the live calls only. This customer contact engine enables agents to efficiently engage customers that are likely to be in trouble first.
The system effectively drives the agent's activity, maximising output and overall contact results, as there is no manual dialling involved. The engine analyses past and present call contact results to drive future contacts. This ensures an environment of continual improvement in contact and collection rates.
Instantly actioned & processed
Call centre
D&B-RMO's Call Centre enables large volumes of low value accounts to be actioned quickly and effectively by utilising the latest technology and telephony to power increased collection performance.
Open 7 days a week with calling hours that can be matched to needs of your business needs, the Call Centre is the heart of D&B RMO, facilitating customer contact and payment at varying times of the day or week. The focus of activity will vary in different bands of hours, dictated by the mix of commercial and consumer debt and the particular market being serviced.
The ability to service international markets has removed the need within our Call Centre to only focus the "business hours" and "after hours". We believe this flexibility enhances our collection activity.
Protect your brand image
D&B's professional manner
We avoid uncomfortable situations with customers by shifting emphasis from chasing bad debt to early management of accounts. Customers making or who have made regular payments are less likely to seek similar products/services elsewhere. Customers approached in a professional manner and according to legal and privacy guidelines are less likely to use the collection experience as a reason to detect from a company.
Furthermore, D&B Quality Management System is certified with the new international standard ISO 9001:2000. This certification means improved quality of services to you, quality interaction with your customers and increased customer retention.
Monitor your customer satisfaction
CS indices
Retaining customers and increasing customer value is fast developing as the key focus of businesses around the world due to the limited supply of quality customers.
Customer satisfaction is the prime asset of a business relationship. We aim to strengthen long-term value between you and your customer. In recognition of this we offer, along with other key performance metrics, a Customer Retention Indices (CRI). The CRI tracks the level of retention which occurs within the customer accounts with which we are tasked to engage.
Within the D&B RMO approach to managing your receivables is a commitment to educating customers of their obligations under your applicable terms and conditions. We strive to reduce the occurrence of your customers who regularly appear upon lists of non-paying customers. Our Customer Education Indices (CEI) tracks the number of customers who reappear in the overdue portion of your ledger, the CEI is then monitored to ensure a reduction occurs.
Ensure ultimate recovery
D&B third party collection
D&B provide the leading scoring systems with the highest quality information and advanced statistical modelling techniques. Beyond risk scoring models D&B offer Commercial and Consumer Recovery Scores to get further insight into your bad accounts.
When all 1st party recovery options are exhausted you may roll your due accounts over to D&B's 3rd party collections, benefiting on powerful collection tools and techniques to retrieve your customer value.
