Customer-centric default management consulting

CGI has a comprehensive set of credit consulting services to support today’s industry trend towards customer-centric default management.  As reflected in the findings from our survey of collections executives, a customer-centric approach provides a way to overcome the diminishing returns of traditional default management practices.  The benefits include:

• Greater cost efficiencies from addressing all customer accounts in a common interaction
• Increased effectiveness by serving customers via their preferred contact channels
• Improved compliance with ever-increasing regulation, such as customer call limits and Single Point of Contact requirements
• Higher customer retention through better experiences that encourage customers to do more business with your organization when their financial condition improves.

CGI has in-depth knowledge of default management based on hundreds of successful implementations.  By combining this experience with our customer management methodology, we are uniquely qualified to offer the following customer-centric default management consulting services:

• Assessment – A quick review of your operations versus our catalog of customer-centric best practices.  We identify performance improvements that you can attain from a customer-centric approach.  In addition, we conduct an analysis of your customer data to help you better understand your customer base.
• Roadmap – The roadmap defines your customer-centric target state (including business process and technology architecture), a plan for implementing the transformation, and a business case.
• Implementation support – Beyond the planning stage, we can provide on-the-ground experts to assist with customer-centric treatment strategies, process and organizational changes, performance metrics/incentives and program management.

Contact us for more information