Global Courier Firm - Volume, Low-Value Recovery
Recovery of low value, high volume invoices
Summary
Supporting a global brand leader with the recovery of VAT and Duty collections and unpaid cusotmer transportation invoices for over 15 years
The Organisation
The Client is a US-based global delivery service provider with annual revenues of $46 billion, requiring collection support across UK and European entities
Invoice average balance
£250
The Challenge
The client was using multiple debt recovery agencies to recover VAT, duty and transportation charges across a high-volume, low-value ledger. This fragmented approach created operational inefficiencies, including duplicated activity, complex payment reconciliation and increased administrative overhead.
To reduce costs, simplify processes and improve collection performance, the client undertook a comprehensive supplier review in 2012 to identify a single recovery partner capable of managing its entire UK debt recovery operation.
Following a detailed evaluation of sector expertise, recovery performance, reporting capabilities and operational efficiency, Controlaccount was selected as the sole provider of debt recovery services
Success Rate to Date
78%
The difference made:
Since being appointed as the client's sole UK recovery partner, Controlaccount has delivered a pre-legal recovery success rate of 78% across the recovery of UK VAT, duty and transportation charges. The partnership has now exceeded 15 years, with more than 10,000 UK accounts referred for collection each month under a 90-day service framework. The ledger is characterised by high-volume, low-value accounts, with an average account balance of approximately £250
To support the client's operational requirements, we deliver a tailored recovery solution incorporating branded communications, telephone collections, online payment facilities, multi-currency recovery, trace and address verification services, and comprehensive legal support. The client also benefits from secure online case management and reporting through ClientWeb, providing complete visibility across the recovery process.
Robust data management, regular KPI reviews and continuous process improvement have helped maximise recovery performance, streamline administration and significantly reduce customer queries, supporting a highly efficient recovery operation at scale.
Controlaccount also provided:
- Collection of UK & European accounts
- Focus on low value, high volume invoices
- Query resolution
- Trace and investigation services
- Monthly and weekly reporting and analysis across individual accounts, debt type and overall performance
- A technology driven service for all parties including online payment and query channels for subjects through ControlMyAccount and client management and reporting through our ClientWeb portal
What they said
Based on openness and a joint ethos of core values, we have a strong fifteen-year partnership with Controlaccount. No request has been ignored and the tailoring of reports has made everything relatively seamless. This also led to a significant reduction in front end queries.
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