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NSL’s debt recovery division, TASK Enforcement, has introduced the latest Ipads and mobile apps to its front line debt recovery officers, in a move that takes the availability of real time customer information to new levels.

Task has been slowly changing the way business is done in the sector, introducing new and innovative ways of achieving superb results for its growing number of clients.

It was one of the first debt recovery companies to use the TRACE methodology to support the basic enforcement and collection processes following legislative changes that forced the debt recovery sector to review the methods they used when debtor tracing.
Using digital technology has helped Task make it simple for debtor tracing teams to demonstrate legal and ethical compliance, by providing tools that make tracing easy and accountable.
After being appointed to the Royal Borough of Kensington and Chelsea contract in May this year, where they were given up to a quarter of all the annual warrants, the Task operations team were looking for ways to bring added value to this three-year contract.

Dave Freeman, Task’s Operations Controller picks up the story.

“We’re continually looking for ways to maximise recovery rates for clients, and technology plays a key part. The introduction of tablets rather than the PDAs we currently use is a real step change for the industry and us. With the backing of NSL we are well placed to adapt to changes in respect of systems, new technology, and enforcement methods and processes, and the new kit goes one step further with the introduction of new debt recovery software specifically for Ipads.”
Debt Recovery companies currently use software such as the Agent Web solution from One Step, which in Task’s case delivers real time information to agents when and where they need it. With immediate case updating, feedback and instant document filing, Task agents will only work on live, up to date cases and be able to pass and receive office instructions and confirmations on their cases straight away. Such systems allow clients to track each case progression on Secure Client Web services, giving clients the ability to check case history and current status as well as account information and recovery action.

Such systems have real benefits in terms of customer service, ensuring consistency of information and messages for both clients and debtors, and of course improving productivity

But such systems have been around for a while and Task’s innovation takes the real time approach one-step further.

With advent of mobile Apps, the use of an Ipad enables, and more importantly allows them to show debtors, a whole range of functionality that was previously unavailable. The iPad 2 is the second generation of the iPad and uses has a lithium-ion polymer battery that lasts up to 10 hours providing Task’s debt recovery agents with a robust and handily sized unit that will last a normal days work. Just to be on the safe side, car-charging units will enable the tablets to be charged between calls, ensuring no downtime at a crucial moment.

Nick Brooks, Task’s Regional Manager and trainer trialled the Ipad before being roll out to the whole team.

He commented, “We wanted a simple system that started to bring multiple applications and information sources into the hands of the debt recovery agents.

One of the key concerns from our people was frustration when a customer refused to pay or reach a payment agreement because they could not see the irrefutable evidence. The great thing about the Ipad is the ability to pull up information there and then without the need to refer back to the office. In this way, I can just show the customer the evidence on the screen. Once they’ve seen this they’ve got nowhere left to go, and we’ve seen a great change in acceptance of the debt situation and paying up.”

Nick has instant access to a range of applications that allows him to check against Companies House, HPI and Tracing and other bespoke applications that can all be working at the same time on the Ipad.

“It’s brilliant” said Nick “the functionality recently allowed me to quickly search the TfL licensing data base to link a private hire vehicle to a debtor . When I turned and showed the screen to the debtor they paid straight away.”

The Ipad’s clear 9.7-inch LED-backlit glossy widescreen has a Multi-Touch display with IPS technology, and full screen zoom magnification making documents or sections of documents easily viewable for both agent and customer.

And of course, the functionality of Ipads means that other things can now be incorporated into one device. Agent safety, always high on the agenda at Task, is currently covered by separate personal GPS trackers, which double up to provide proof of a debtor visit, but they are already looking to incorporate this onto the Ipad to eliminate the need for a separate device.

By using the Ipad alongside traditional bailiff methods Task has already seen improved results

And with the bespoke Ipad debt recovery software on stream this will ensure that TASK is at the forefront of the new technical revolution.

Can technology eliminate the need for debt recovery agents?

“I don’t think so,” says Dave Freeman “We’re conscious that new technology alone does not produce results. We’ve got a great team here at TASK and effective debt recovery is all about working professionally, proactively and ethically. This combination, together with the improvements in technology, makes for continually improving detection and collection rates. Nevertheless, you still have to have people and the human touch to handle the complex cases where there is vulnerability and people at risk. “