Case Study 2:
A global market leading shipping and logistics company set up a central knowledge base so agents quickly and reliably handle complex customer queries. Innovative collections solutions like SMS texts, chat, and online payment made it easier for customers to pay duty and VAT fees, drove customer satisfaction up and brought DSO down. Analytics and data insight allowed us to consistently improve business-to-business and business-to-consumer portfolio collection yields, saving millions of dollars. This company is now more profitable, has collected more cash, reduced write-offs, and most importantly, improved the customer experience.