Enghouse Outbound Communications

As a Collections Officer, I was looking to significantly improve our ability to collect overdue loan payments from our members. Traditionally, our collection methods were “snail mail” and phone calls but neither was particularly efficient or cost-effective: Letters involve postage costs and a lag in two-way communication, while phone calls every three days are time-consuming and typically required us to leave unanswered, recorded messages as members seek to avoid uncomfortable real-time conversations about payments owing.

Although we have current email addresses for roughly 25% of our members, I wanted to explore using the email channel to expedite responses from delinquent members, in a less time-consuming and cost-intensive way. Working with Doug Caffrey at IBS, a Collections and Recovery software provider to the banking and credit union industry, Enghouse Interactive was brought in to implement its Outbound Communications solution, Hosted SmartDial.

Although only implemented just 1½ months ago, the results have been dramatic and immediate: We now receive 50 email responses a week. Delinquency for 15-30 and 30-60 days outstanding, fell by a whopping 50%! We are so encouraged by these early results that we intend to start leveraging this solution to reduce overdrawn account balances as well.

I have fairly exacting standards however, Enghouse Interactive’s solution delivered an immediate, positive impact to our credit union. I wouldn’t hesitate to recommend them!”