The Customer Relationship Management (CRM) Platform by ATS

We like taking care of the finer details at ATS Services, especially when it comes to delivering technology-driven, end-to-end solutions, like customer relationship management.

When we built our technology platform, we wanted to look at managing all aspects of customer engagements that BFSI (Banking and Financial services) clients could need. The CRM can be used to manage customer prospecting, onboarding, ongoing revenue management activities – cross-sell, upsell etc. and collections.  

We also wanted a CRM that could be customized with ease to fit into legacy systems – as well it should because we used it in-house first! We also wanted a CRM that could function independent of system and device requirements.

So we went ahead and developed it. Based on real needs and built for actual, secure, and easy usability, the CRM developed by ATS can be tailored to fit the needs of an organization instead of requiring a systemic change.

We’ve built a whole host of features that make our CRM an engaging and easy tool to use. Here’s what you can expect.

CRM by ATS – User Benefits

  • Flexible Payment Options Outright purchase with annual maintenance fees or a monthly subscription fee under a SaaS (Software as a Service) arrangement, we’re happy to accommodate you.
  • Platform Agnostic The CRM can be hosted on the cloud (or locally, if needed) to eliminate dependence and investment in upgrading technology.
  • Compliant with ISO 270001 data security standards
  • Open source environment the system while meeting the highest security standards can also be deployed in Linux environment – thus significantly lowering total cost of ownership.
  • Flexible Usability Options Since our CRM can be hosted on the cloud or locally as a stand-alone solution or as part of a whole, it can be used as a platform or service. Regardless, of the hosting options you pick, you can still opt to pay a monthly fee if you prefer.
  • Customizable ATS Services has worked on over 200 different processes of BFSI clients and we are sure you will find a CRM flavor that will meet your requirement. However, in case you need a version suited specially for your needs we are happy to customize.

CRM by ATS: Product Features

CRM

We loaded our CRM with the features WE wanted to use initially. Turns out, we really love our toys at ATS. And through rigorous, real-time testing done on actual accounts, we can can stand by how well they work.

To learn more about the CRM, keep reading below. Get in touch with us if you’d like to get a quote. We’ll be thrilled to have a chat!

  • Data Import Allows upload of data (customer/account information of relevant accounts) for activities to be performed by the team. This module can also be  integrated with legacy systems in use such a Loan Management System or a lead management system.
  • Account Management This module provides facility to allocate data to specific queues for collection calling. An agent has options to escalate the case from their queue to their supervisor queue.
  • Queue Management Create various queues such as agent specific queues, strategy based queue or generic queues using the account management module. Added feature for pre-decided account prioritization.
  • Call Handling See a 360-degree view of the customer, i.e. all the relevant information like demographic details, product information, relationship detail along with contact history and previous-call comments.In case of predictive dialing through dialer this customer screen pops up automatically after CRM is integrated with dialer.This screen allows agents to take notes of the conversation with client and save all relevant information acquired during a conversation such as change in address, phone, customer complaints / requests etc. Agent also dispose the call on this screen with an appropriate call disposition code.
  • Integration with Multiple Contact Mediums Choice of integration with multiple dialer calling modes which include preview, predictive, and manual dialing. The CRM is also integrated with other communication mediums such as SMS and Emails so that agents can send templated emails and SMSs to the customer from this screen.
  • User Management Administrators can manage agents, create/edit/delete user records, configure the user profile, reset / change passwords, etc.
  • Response Logging and Track A complete trail of all contacts and corresponding outcomes (connected /not connected/ disposition code etc.) is maintained for each account along with follow-up date and time for regular follow-up.
  • Knowledge Base Integrated knowledge base for common questions, product features and tele-calling scripts is available for reference during customer conversation.
  • Controlled Access Each user has a pre-defined role and unique login rights to perform specific activities.
  • Real-Time Reports Observe individual as well as team performance real time in CRM.
  • Web-Based Our CRM is web-based and thoroughly tested on most internet browsers at different resolutions.
  • Search Facility Search customer records based on customer name, phone number, unique identification number etc.
  • Analytics Support Maintain a complete contact history with specific remarks, all demographic information and customer segments; this is used as a key analytical input for planning future campaigns.
  • Automated Dialing Our dialer is integrated with our CRM as an extended module. The dialer allows you to choose between predictive, preview and manual dialing modes. As shared earlier our CRM and dialer both can be used separately as well as in integration.

 

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Field Management Software

How the ATS Services’ Field Management System Ensures Customer Delight

Can technology, data, and analytics combine to deliver customer delight? The answer is a resounding “Yes!” from ATS Services.

Most often, however, this is not the case. While you get your pizza in 30 minutes, a pick-up from a financial institution is very rarely as smooth. How does this process play out though?

Imagine this Customer Engagement Scenario

Most of us who have ordered something online or have requested a home pick-up of documents are familiar with a scenario like this one. We receive a call from the concerned institution – let’s say a telephone company – who needs extra documentation to verify a new account sign-up.

Once the initial coordination has been done, you – the end customer – take all the necessary steps to ensure you’re available. You may have had to cancel your appointments or asked someone to pick up the kids from school because this concerns important documents that only you can oversee.

However, at the appointed day and time, no one turns up. Or even worse, the person responsible for the pick up is lost and you end up spending all your time coordinating directions with the requesting party.

The consequence of this scenario is usually frustration on all sides over wasted time. The added consequence is the loss of a customer who’s had a negative experience with your company.

Ensuring Customer Delight through Technology

Imagine turning the above customer experience around on its head.

Picture a scenario where your customer is more than just satisfied with the pickup; they’re actually delighted by the ease of coordination, the punctuality of the pick-up, and the minimal coordination effort required on their part.

But here’s the real kicker: the entire transaction – from call to pick-up – occurred within 30 minutes. This picture is completely possible and ATS Services can make it happen for you.

The entire process requires some of the following steps woven tightly together:-

  • Automated Resource Allocation
    Once a call comes in with a request, the closest resource to the customer is identified and dispatched by the system.
  • Automated Calling Ability
    The CRM-Dialler integration allows the field resource to call the customer as soon as the task is allocated.
  • Real-Time Status Updates
    You’re able to track when the call is received, when your field resource is on the task, when the pick-up has taken place, and what the customer feedback was, all in real time.
  • Data Security
    Data Security is a key concern in financial services industry, our system ensures minimal exposure of data while ensuring that details such as phone numbers and email ids are never visible.

Field Management Solutions by ATS

The Field Management System developed by ATS was built to achieve the tasks above with the end customer’s experience in mind.

Among its many features is the complete automation of critical tasks (e.g. field resource allocation) and ensuring the security of the customer’s data (the call is placed through the CRM which hides sensitive customer information).

We place the data in a controlled ecosystem and with very limited and secure privileges.

ATS Field ManagementOne of the most user-friendly features is that our Field Management System takes away all dependence on technological platforms. It isn’t built for devices; it’s built for browsers. As long as your workforce has a large screen phone with data capability (any make or operating system) you can start using the system the moment you decide that you want to use it!

Which all sounds really nice until you have to gut your existing systems to make room for new technologies. So it’s a good thing that we built the capability for our software to integrate with your legacy systems. And if that’s not what you want, the software can function independently as well.

Imagine a system so efficient, it sends your customer review ratings through the roof, because the smallest details of the cycle are taken care of within 30 minutes – just like your pizza delivery!

We’ve built just this at ATS for ourselves and our clients. Talk to us about how we can build it for you.

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Debt Collection India

From Muscle Men to Massive Tech – How Indian Debt Collection Is Evolving

The Millennial Generation in India is growing up in a debt-laden environment. It’s a generation that has access to credit cards, car loans, home loans, and even student and travel loans. Consequently, it’s also a generation that is rapidly growing familiar with debt collection calls from agencies because of late payments or defaulted debt.

What’s changed along with the growing debt landscape are debt collection methods. There was a time when debt collectors would show up at the door demanding repayment. Later, these debt collectors turned into incessant and repetitive callers who caused debtors significant amounts of anxiety.

Now, ATS Services is part of the change that’s making the debt collection scenario a lot less intimidating to engage with, especially in the Indian market.  

“We use technology and data as primary drivers to deliver a superlative customer experience” says Aditya Bhushan, Managing Director at ATS. “The technology meets customers where they are and gives them a message that resonates with them. This change is necessary because the old ways just weren’t working.”

How Technology Changed Debt Collection – What’s Different?

One of the primary factors driving the change – especially within ATS – is that we’re moving away from Human-to-Human (H2H) interactions. “More and more, we’re engaging the Human-to-Machine model with web interfaces that make the customer engagement process a lot smoother” .

Additionally, data gathered from debt collection efforts is also supported by human insights, making for a less abrasive process, especially for the end customer.

Here’s how debt collection’s muscle men have metamorphosed into massive, more intelligent technology.

  1. Debt collection is a lot more intelligent

    Big data analytics are here to stay. Some of us who play with big data every day would probably even call big data analytics a lot of fun. Driven by data and analytics, the debt collection landscape is more intelligent now.

    For instance, Indian debt collection agencies ramp up their debt collection calls for the US market in tandem with tax rebate season. “The ability to pay back a long-standing debt looks a lot more feasible after receiving a $1500 cheque from the government” says Aditya.

    Debt Collection in India

    It’s what we’re doing at ATS as well. Because we closely monitor customer data, we’re able to have a more granular customer segmentation, apply sophisticated tracking measures like sentiment analysis, and deliver customized messaging to the audience base that is timely and relevant.

    We’ve got a great track record on improving collection metrics because we’re driven by data. We’d love to have a conversation with you about it.

  2. Better listening and speaking skills

    Remember the archaic intimidation tactics we mentioned in the beginning of our blog post?

    When companies realized intimidation tactics weren’t working in increasing repayments, they brought in soft skill trainers to train their staff to have better conversations.

    Now, debt collection has gone the extra mile and trained their staff to exercise empathy.

    “A debt collection call can cause a lot of anxiety for people” says Aditya. “We’ve trained our staff to listen to the people they call and acknowledge the stress they might be in. We’re working with the assumption that no one wants debt piling up, so the inability to pay could be linked with life circumstances.”

  3.  Emotion and speech analysis

    The other side of the coin, vis-a-vis empathy, is speech analysis using advanced technology, which is given serious consideration by organizations wanting to ensure a smooth customer experience.

    “Massive tech is about harvesting and employing data for the customer’s advantage” continues Aditya. “You could have a COPC-certified call center; you could have a sophisticated and expensive dialler being used at your call center. But the people who call may not be very different from the earlier debt-collecting muscle who cause a lot of anxiety.”

    Massive tech steps in where muscle men don’t. The job of the technology is to make repayments a positive – even pleasant – experience. With sentiment and emotional analysis, we’re able to determine the real-time state of the customer and deliver the right message accordingly.

    Sentiment and emotion analysis is also a dimension that we can leverage at ATS for our clients’ needs.

  4. Outsourcing collections efforts

    Because of the high number of defaulted loans in the Indian economy and an infrastructure that is still building itself and the required resources, banks and credit agencies find it far easier to outsource their debt collection efforts to agencies.

    Agencies like ATS offer non-invasive and non-threatening communication and outreach to the customer base. We take it a step further by engaging with the customer on preferred mediums of communication at times that work best for them.

In an economy driven by data, digital connections, and multiple electronic devices, it makes no sense to still follow archaic methods of debt collection or customer engagement. We speak from the vantage point of 17 years of experience and a well-proven track record.

Talk to ATS Services about how we can help streamline your debt collection efforts.

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ATS Logo

The Multimedia Management Module (4M) Campaign Manager from ATS

Organizations that run high-volume customer engagement operations need sophisticated systems to manage their day-to-day operations. They also need an efficient confluence of processes and tools that allow for specific customer segmentation and targeted message delivery.

Why?

Because the strategy for contacting your customers with relevant and timely communication – in order to elicit the desired outcome – involves complex actions such as the use of multiple mediums, delivery tracking, customer response, and gauging the intensity and initiation of the next event based on the previous outcome.

The Multimedia Management Module (4M) from ATS does exactly all of the above. Quite a while back, we developed a modular platform to strengthen our internal operations and to improve delivery to our clients.

The good news is, rigorous testing of the platform based on actual user experience helped as scale it up for commercial use.

The multimedia management module (4M) from ATS is a back-end campaign management tool used to design and implement complex reach-out strategies. ATS Campaign Manager

The 4M module gives our customers the capability to design multiple campaigns and seamless execution on millions of transactions, every day.

And now, we’re excited about bringing our 4M platform to you for your own operations as you’ll be able to design multiple campaigns and run seamless execution on millions of transactions every day.

 

4M ensures you are able to reach-out to a large customer base –

  • In a programmed manner,
  • With the right content,
  • In the sequence you want,
  • And within a pre-specified time, limit.

Key Features of the 4M Campaign Manager from ATS

 

ATS Technology Platform

 

Create Segments Using Customer Base Variables
Create customer segments from your customer database based on value, days past due, customer’s last response, last contact date, etc. You can use the inputs from analytics to create various customer data segments.

Design Rule-Based Customer Outreach Plans
You can design a unique treatment plan, and define mediums to be used for customer contact, content, intensity of attempts and time period for completing all activities. You can even define rules to take care of the previous campaign’s outcomes.

Create and Save Treatment Templates
You can templatize your outreach messages to access them for similar situations. The templates are extremely efficient for organizations that have large customer databases with people who need the same treatment, repeatedly.

You can even save templates for dynamic emails and SMS content.

Support for Multiple Outreach Mediums
4M can be integrated with various reach-out mediums. For example, a user can choose between a dialer, Voice Blaster, SMS, and E-mail. Other mediums can also be configured as required.

MIS and Dashboards
4M gives you access to various reports for tracking campaign performance and results. For example, an undelivered SMS or an email will be counted as “failure”.

These reports are used as analytical inputs on customer behavior and are helpful in sharpening portfolio analysis and customer reach-out strategy.

Integration Support
ATS provides all the support you need to integrate 4M within your existing dialer and infrastructure.

As we’ve mentioned earlier, 4M – as a module and as a component of our technology platform – has been rigorously tested and is highly customizable within all our clients’ existing infrastructure.

Contact us if you’d like to learn more about our offering. We’ll be very glad to help you out!

 

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