Company:

BCW Group is the UK’s premier provider of credit management and debt recovery services with 25 years experience, delivering industry-leading results through a sophisticated debtor database.

Industry:

Debt Collections and Credit Management

Region:

UK

Company size:

Small-Medium Enterprise

Challenge:

BCW Group needed live statistics on its individual and team performances in order to offer the best service to its clients. Its aim is to keep its position as a debt recovery leader.

Solution:

Its operational staff now use Arum DataEye. DataEye gathers all the key data from all the company’s systems and gives them the key performance indicators (KPIs) in a unified view in near real-time.

Results:

• Increased Efficiency
• Increased Revenue
• Reduced Operational Risk
• Achievement of Targets
• Loss Prevention

"I am very happy with DataEye and I think it will definitely help us in our job roles. From a collector's perspective it helps create a bit of competition and that can't be a bad thing."

"It’s great that I can keep a real-time view of my card payments."

The Challenge:
Improve performance by getting what you need when you need it

Business situation

In its ongoing mission to deliver continuous improvement in its service provision, BCW Group required up-to-date and sophisticated knowledge about its performance against a myriad of key performance indicators (KPIs). Only by monitoring its KPIs accurately and timeously it could make changes where required, either in advance or on the spot. This need for KPI monitoring applied not only to executives and senior managers, but to team leaders and team members throughout the organisation. To achieve this, managers needed live performance reports, not KPI feedback for the previous day, week or month. By then it might have been too late to take effective action.

Technical situation

Different parts of BCW Group's operations rely on different systems, such as telephone dialers, payment trackers and workflow management systems. These are built on different technologies, have different storage platforms, have been implemented at different times and come from different suppliers, including BCW Group’s in-house team. This made it difficult to identify the data required to calculate KPIs, and especially difficult to bring them together in near real time.

To accomplish both situations, BCW Group turned to DataEye, a performance dashboard which gives them the information they need when they need it.

Why the DataEye Solution?

Arum DataEye® is a near real time performance dashboard application with a data extraction component embedded within.  BCW Group has harnessed DataEye's dashboard design function to build KPI ‘views’ - views that suit the way in which BCW Group’s executives, team leaders and collectors need to explore the KPIs. Arum has worked closely with BCW Group to identify the many data points required to calculate and populate the KPIs. It has then implemented data harvesting modules that gather data from these sources and massage them into the KPI views.

The DataEye dashboard runs on a web browser and, because it is a rich internet application, it allows BCW Group staff to experience sophisticated functionality wherever they can connect to the internet. For example, alerts triggered by KPI movements can be pushed to staff via email or SMS.

DataEye has a full administrative interface, which is also a rich internet application, and this lets BCW Group set up its own KPIs and visual elements, maintain the permitted users and team structure, allocate roles to users, set up alert channels and define the conditions under which alerts are to be sent.

Results

• Increased Efficiency: With DataEye, BCW Group’s managers have full rapid control over the visual presentation of KPIs.
• Increased Revenue: As BCW Group’s Chief Executive stated, the company has increased its revenue by 9% since using DataEye.
• Reduced Operational Risk: DataEye enables early identification of areas where resources are needed and helps them decide where extra training may be required while assimilating increasingly intelligent profiles of a client’s ongoing portfolio.
• Achievement of Targets: Front line staff are very quickly able to compare their own performance with their workmates and against their own targets, while team leaders can see how individuals and teams are performing.
• Loss Prevention: DataEye sends instant alerts to rectify underperformance and under utilisation.

BCW Group's Chief Executive, Bryan Mouat, says that DataEye

"Provides me with a dynamic and detailed knowledge of the operation. It is powerful, galvanising and important to the strategy of our business going forward.“

Since installing DataEye BCW has delivered a 16% increase in card payments and currently recovers in excess of £3,000,000 in card payments monthly.  There has been a 12% increase in trace productivity, with BCW concluding over 1,000,000 traces per annum, and an overall increase in company revenue of some 9%.