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Credit Card Application
Credit Card Services
Credit card business has always been known as the “Wiz kid” of retail banking for its unique business model and operations. It has very similar marketing approach to general consumer merchandise in the way of communicating to consumers and appealing to consumer mentality. But unlike general consumer merchandise, the value creation to the enterprise does not stop at the point of purchase, but it comes from repetitive purchase usage and patronage.Also its supply chain during the purchasing process is much more complicated and widespread than general merchandise. To provide customers the most problem-free purchasing experience and lasting mutual bonding, the credit card issuer must have a stable and robust transaction platform, accurate and timely billing system, and all the more important is that whenever there’s customer query, the issuer must provide quick, accurate and good services through its fast responding front-end operation platform system.
Though most of the back-end billing system has customer support function of one kind or others, its design and interface is based on host system architecture, which is un-friendly and un-flexible through the use of dumb terminal by entering strings of command code. Not only does it take weeks of time to train up an agent, but it also takes 3 to 6 months for an agent to become efficient and mature at work. The system and process design itself does not help agents from reducing mistakes, therefore, the typical high agent turnover rate has created unwanted resource investment of the issuer on its way to providing high quality services.
Credit Card Module
To resolve the above problems and dilemma, eSOON Int’l with its group of industry experts has developed the EZ-Industry/Function Credit Card Module to address the business issues on service quality enhancement and operational efficiency. Agent no longer needs to memorize strings of command codes to complete a service request, rather, the agent only needs to click on the screen of the service request description taken directly from what customer says to bring up all the relevant information. The agent does not need to memorize complicated service procedures and steps to avoid mistakes, the pre-set business rules with table-driven parameters will help guide the agent through each and every step of the process which has been designed and set up by the front line supervisors or managers.
EZ-I/F Credit Card Module is the integrated one-stop service platform for the call center of credit card issuer, and it provides the most user friendly interface which contains the 7 main functional templates: Card Summary, Billing Summary, Customer Summary, Bonus Point Redemption, Complaint Handling, Call Wrap-up Management, and Business Rule Management.
Bad Debt Collection Application
Bad Debt Collections
What boils down to profit making in retail banking business is to minimize operating costs and bad debt expense through every possible means. Based on general market practice, assuming that 50% of the customer base are using revolving credit lines, whereas revolving interest revenue is the major source of income, and the interest rate is 20%. Then what drive the profit margin for the business are the following cost factors:
- Operating cost : 6%
- Cost of fund : 3%
- Bad Debt Ratio : 3- 10%
- Fraud Loss : 0.5-1%
Among which operating cost and cost of fund are either long term or fixed cost therefore is not controllable within a short period of time of one year. The only factor which can be manipulated within one year’s time is the bad debt ratio. It will ultimately decide the profit margin for the business, and if not managed consciously, the business will face serious financial challenge or even lose its market place.
Over the past years, quite many businesses have vigorously expanded their market share, while at the same time created a lot of different needs for better risk control management. Therefore, it has become the direction and mandate for the next generation Collections platform to provide investors, managers and front-line agents the most useful and timely help and information through best of breed system and functional design in meeting these constituents’ needs in risk return, operational efficiency and customer satisfaction. To name a few required functionality in facing these challenges:
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Handling capacity |
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Multi-site operations |
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Blended with current inbound operations |
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Compatible with recording device |
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Support for different outbound methods and strategies |
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Messaging |
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Statistical reporting |
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Collector management |
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Fast deployment of accounts in different delinquency buckets |
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Intelligent dialogue |
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Configurable collection process and parameter setting |
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Customer information security |
Bad Debt Collection Module
EZ-I/F Collection Module provides the user and management interface for reducing outstanding accounts receivables, or bad debt. The accounts receivables of different financial facilities under the same customer can be managed efficiently through on-line real time reporting that consolidates all relevant information. Manager can easily allocate or adjust the collection strategy and resources by simply changing process table parameters, so that appropriate outbound dialing strategy can be applied to specific delinquency bucket, thereby maximizing the performance of the outbound activity.
The most unique functionality of the Collection Module from its like products is the link between outbound dialing strategy and case distribution method. 3 different types of distributing cases – account type, bucket type, and mixed type, are to matrixed with appropriate preview dialing, predictive dialing and progressive dialing methods to produce as many as 9 collection strategies for risk management discretion.
Outbound collection activity generally includes the following: voice calling, mobile SMS notification, reminder letter and fax, depending on nature of different delinquency buckets. Management can rest assure that customers will be rightfully notified without being harassed through calls, SMS or letters through clearly defined parameters setting, thus minimizing customer complaint.
Even the costing of collection activity can be configured in the Module by the management for unit costing and total costing analysis so that cost-benefit performance can be analyzed for management to make better decision in collection strategy facing different economic factors.
Besides the general call reporting, the Module provides collection performance, bucket delinquency, collector efficiency, unpaid reason, and cost analysis reporting, and through the graphical presentation, management can easily get the daily operational status from the visual display of business intelligence.
Fixed Line Telecom Application
Fixed Line Telecom Service
In the current competitive circumstance in telecom operation, more and more telecom carrier focus on the implement of CRM system to maintain and obtain more valuable customers, so as to improve customer loyalty and satisfaction, and decrease the operation costs. As a result, enhancing the competition capability of the telecom carrier and converting the manufacture center to customer center to improve the profit of companies by the implement the CRM system is the overall trend.
Fixed Line Telecom Module
The CRM system dedicated to telecom industry established by eSOON aims to build an information handling and analysis platform used to develop customers, maintain customer and make the potential customers to be real customers taking advantages of advanced information technology and computer application technology, and the seamless integration of eSOON-EZactor platform.The features of the fixed line Telecom module as below:
 Comprehensive Contents
eSOON-Telecom is a customer service platform depends on the main business of customer service center in telecom department and integrates the features of different telecom carrier. Its functions cover the customer service business of most telecom carrier.
CTI Integration
eSOON-Telecom achieved seamless integration with the CTI platform EZ－Actor in eSOON, realizing such CTI functions as inbound screen-pop and outbound.
Statistic Analysis
eSOON-Telecom has powerful functions in analysis, statistic and coordination, providing various reporting for performance examination.
Business Monitor
eSOON-Telecom has consummate and real-time monitor function, which is convenient for customers to know the operation of the call center, providing real time evidence in solving the customers’ questions.
Information Share and Utilization
The system is able to save, send, integrate and share the information quickly, exactly and efficiently.
Retail Banking Application
The business of traditional bank mainly covers deposit and load business, and the modern bank provides customers with more value-added services based on the bankcard. The upgrade work carried out by eSOON for banks covers all the basic business handling in these banks, and achieves basic functions below: Account Business, Customer Data, Oral Loss Report, Event Treatment, Public Information, Initiative Marketing, which can be divided by the business properties: Basic Bank Business, Value-added Business, Customer Business and Initiative Marketing.
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Service
