Intrum Justitia boosts its credit management

Intrum Justitia boosts its credit
management activities with
Altitude-based solution
Altitude Software selected among
seven suppliers
The Intrum Justitia Group is Europe’s leading
Credit Management Services (CMS) company.
“The choice of Altitude is strategic as they
have knowledge of the credit management market and some other countries
within the European network of Intrum were already using the Altitude
dialer,” explains Erik Vrieling, Regional IT Project Manager. “Altitude uCI is
used for inbound, outbound, full contact information and conversation
guiding script. We are also using Altitude vBox. We were impressed by the
maturity of the Altitude product: the user-friendly interface is a very
important feature for us.”
This important project was conducted in three phases:
“Management and Business people
the prestudy, the design and the production. “The
love the system and we have very
implementing consultant was comways.eu, a long time
good feedback from operations
partner of Altitude in the Benelux region”, explains
too. We got nothing less than the
Fabien Frenay, Altitude’s Sales Director.
functionality we defined. The IT
department was impressed by the
maturity of the Altitude product:
the user-friendly interface is very
important feature for us. The
choice for Altitude is also
strategic as they have knowledge
of the credit management
market. The use of the full
Altitude uCI capabilities in
Unified Front End: a single
application for collectors
The main objective of the project was to redesign the
whole collection process by integrating a number of
applications used by the agents – from nine to one
blending with priorities and skills
gave Intrum Justitia huge
performance improvements.”
Erik Vrieling
Regional IT Project
Manager at Intrum
Justitia Netherlands
single user interface.
This project allowed Intrum Justitia to unify all agents’ applications in a single front end, the
Altitude uAgent. Currently, agents use 7 instead of 40 screens of the old system. The
implementation allowed Intrum Justitia to leverage their previous investments. For example, when
agents use Altitude uAgent Dekstop, behind the scenes information is stored in the credit
management system (ISeries).
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From a month to one
day training for
new collectors
Normally, when a new agent started working
Customer Data

Intrum is Europe’s leading Credit
Management Services company,
servicing more than 90.000 clients.

Intrum is committed to improving their
with Intrum Justitia he needed on average a
customer's cash flow and profitability -
month of training on the collection tool before
from credit information, to sales ledger
being able to handle cases by himself. With
services, reminders, collection of
Altitude, after only half a day of formal training
outstanding receivables and
(learning the scripts and tools) and half a day
purchased debt.
with a colleague (seeing and understanding the

Intrum is active in 22 countries and
system in action), he can start working. The
employs 3.400 people (under which 300
guiding script is a valuable feature even for the
in the Netherlands).
most experienced collectors as it eases the
process of complying with legislation and the
different procedures established with Intrum
Justitia’s customers.
Business people setup
new scripts in days
Intrum Justitia can now very easily build tailormade scripts within Altitude. No programming
Business Benefits

time (from one month to one day
training with Altitude uCI)

Justitia built generic templates on Altitude
Scripting that aggregate Intrum Justitia’s best
practices and expertise in collections. Business

fast deployment gave Intrum Justitia extra sales
flexibility. Implementing a new client – setting
The average call duration was reduced
by 30 to 45 seconds, from 3 minutes 30
seconds to 2 minutes 45 seconds

Business people are empowered to setup
new scripts in days

The supervisor is easy to use and
account executives are very happy with
people can choose from predefined screens and
business logic to build a tailored solution. The
Agents perform about 33% more calls
every day
or IT skills are needed to create these scripts in
only a few days. comways.eu and Intrum
New recruits are effective in very short
the tool

Intrum’s sales gain extra flexibility due
to a faster implementation
up the IVR, the scripts and the phone lines - can
be accomplished in days.
Enhanced business features
Intrum Justitia’s managers also benefit from the Altitude’s solution as they can more effectively control
and monitor the agents. They know if an agent follows the script, engages the right conversation
and enters correct information in the production system. The supervisors are capable to monitor the
campaigns and their agents more efficiently. Thanks to the floor plan feature, they keep a clear view on
the actual status of an agent and the pie chart feature allows them to monitor more closely the progress
in their campaigns.
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3
Fast ROI: a third more
calls every day
Solution Profile

Unified front end: one interface to
enclose all agent’s applications
Before Altitude was implemented, the agents

Inbound & outbound communication
were handling an average of 4000 calls per day.

Intelligent routing: routing based on IVR
and agent skills
Now, they perform between 5000 and 6000 calls
each day. The average call duration was reduced

Intelligent scripting: scripted decision
tree per campaign and business branch
by 30 to 45 seconds, from 3 minutes 30 seconds
to 2 minutes 45 seconds.
Intrum Justitia has already started leveraging
the Altitude solution outside of the project

Team control: overview of agent’s
activity within a team

Supervisor developer: tool for
supervisors to edit scripts
scope. “When we have a new outsourcing
customer, we no longer connect him to the
Cisco platform but use Altitude, as it is faster
to implement, as reliable and offers more
features to control and monitor operations,”
concludes Erik.
and campaigns

Real-time reporting

Altitude vBox – VoIP switch

Preview Dialer, Power Dialer &
Progressive Dialer

Inbound IVR & Voice recording
Intrum Justitia
The Intrum Justitia Group is Europe’s leading Credit Management Services (CMS) company. Today, Intrum

services more than 90.000 clients worldwide with local and cross-border credit management support.
Intrum is committed to improving their customer's cash flow and profitability - from credit information to
sales ledger services, reminders, collection of outstanding receivables and purchased debt. The group is
active in 22 countries and employs 3.400 people.
In the Netherlands, Intrum Justitia operates in the whole country from its headquarters in The Hague.
With 300 employees, it realizes missions for 9.000 companies and institutions such as insurers, public
housing organisations, real estate companies, industrial suppliers, editors, telecom providers, Internet
Service Providers, mail services, webshops, energy providers…
Video Case Study available at www.youtube.com/altitudesoftware.
Contacts :
Altitude Software
Intrum Justitia
Benelux & Central Europe
Tel.: +31 (0)70 452 7777
Tel: +32 (0)2 745 58 80
http://www.intrum.com/nl/
www.altitude.com
[email protected]
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