Product Characteristics
Innovative & addressing the financial impact of poor customer service
CVG Value+ consists of:
- A shared set of tools which plug unwelcome process gaps
- Based around an advanced workflow system which ensures all activities are followed up with the next appropriate activity
- Dynamic / Automatic Segmentation of customer base (by any criteria i.e. risk, size, type etc.)
- Application of Credit, Collections and Dispute / Query management policies against each segment
- Dynamic Credit Limit calculation based on customer payment behaviour and business volumes
- Automatic generation of prioritised (size, age) tasks for collections by segment including automatic dunning letters, proactive telephone contact, overdue collections
- Dispute / Query identification, categorisation, allocation and resolution according to SLAs by segment
- Customer service management is revolutionised by integrating the sales customer service function with the AR function providing a set of shared metrics, reporting and visibility across the processes
- Value+ is a flexible solution which can easily be configured and tailored to meet any business model and interface with any ERP or set of legacy systems
- Designed to be implemented in a phased approach
- There are strategic wins at each stage of the implementation to ensure that the project is making money even before fully implementing it
- Starting typically with AR processes and working into integrating the customer service side of the business
- Deliver value across multiple processes
- Target Setting (DSO, overdues etc)
- Sophisticated multi-layer Management Reporting
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"We use Gartner extensively. When we asked for a recommendation in the Collections arena, our Gartner consultant said: There's not much out there except for CVG."
Leading global supplier of tools and industrial components
Bridging the Gap
The tighter economic conditions have prompted businesses looking for competitive advantage with their customers to implement best practice software that integrates AR credit and collections with customer service management, as Dickie Bielenberg explains.
"Our call centre can now manage many more inbound and outbound customer calls with a 75% smaller team. This will save us more than £5m over the next 3 years."
Customer Services Manager, Global Utility
