Case Study

The organisation:

Our client manages appliance warranties and repairs for leading appliance manufacturers. They have been trading for over twenty years, partnering with leading brand names and boast annual turnovers of £6m plus.

The challenge:

The client was struggling with late and non-payment of invoices - many of which were related to call out charges for appliance fixes where their customers disputed that they owed any monies. The client struggled in this area, despite a dedicated accounts receivable team managing this element of the business. Controlaccount initially executed a straightforward debt recovery process for our client, which was very successful. However, although our client was very happy with our service, on renegotiation of their client contracts with leading appliance manufacturers, it was requested that the traditional debt recovery processes were replaced with a softer collection which would keep the momentum on invoice payments.

The difference made:

Controlaccount presented a three-cycle lettering option strategy (covering letter and invoice, 2nd letter past due and final letter advising that the next stage would be handing the overdue sum to a DCA). Controlaccount manage all elements of the lettering from receipt of client's ledger with an added mechanism for handling incoming calls to settle invoices and handle any resulting queries. Not only are we delivering the same success rates as our previous collection processes, but our automated processes through our ClientWeb has enabled our client to reduce administration, recover new and aged debt efficiently, reduce end user disputes and engage better with their customers.

Controlaccount also provided:

  • Secure data transfer services
  • Bespoke, branded letters
  • Returned mail management
  • Competitive rates for lettering cycle and inbound call management
  • Fully integrated with our client's SafePay portal
  • Manage their customer queries efficiently and effectively
  • Option for no collect, no fee debt recovery if needed

© 2020 Controlaccount, All rights reserved.