The City’s debt collection team was facing challenges with reaching out to customers for outstanding payments and managing disputes manually. They were using Sinch Contact Pro for customer outreach and had a manual dispute processing place.
The contact centre agents were not fully utilised, with some agents being away for longer periods than expected, leading to inefficiencies. Mistakes in communication, such as overlooked emails and incorrect data entry, were not only time-consuming but also resulted in problems such as storing reference numbers in easily misplaced spreadsheets.
The City turned to Zimele Technologies for assistance in automating two key processes in the debt collection department:
1.Business process automation:
-Agent Utilisation: Zimele Technologies utilised SAP Build Process Automation to retrieve Sinch contact centre agents who were away for 30 minutes or more. Supervisors were notified via email about the agents meeting this check.
-Dispute Process Automation: Emails marked 'Dispute' and dated today in the dispute mailbox were identified. From these emails, business partner contacts were generated in SAP ERP using the contract account details provided. Subsequently, emails containing reference numbers were dispatched to the respective account holders.
Benefits of SAP Build Process Automation:
-Create forms-based workflows easily
-Build or adapt processes with a user-friendly graphical interface
-Automate repetitive tasks with robotic process automation
-Leverage machine learning for intelligent actions and recommendations
-Gain real-time transparency into processes with process visibility dashboards
By implementing automation processes with Zimele Technologies, the City was able to streamline their debt collection and dispute resolution processes, improving efficiency and accuracy while making better use of their contact centre agents.
