customisable
Store all your relevant customer account information, which can vary per client e.g., an energy client will display different fields to a finance client.
These can all be customised for each client.
contacts/parties
Store multiple contacts or parties against each account, e.g., multiple customers, 3rd party management companies, guarantors, solicitors etc.
Each contact party can have multiple addresses and contact methods associated with them.
party-profiles
Each party has its own profile screen allowing you to store or capture demographic data such as employment details and assets held, which may be useful for considering future legal activity.
affordability
Affordability calculator is also stored at the party contact level, with a history of prior records allowing you to see any trends or make simple changes.
The calculator will automatically calculate disposable income which can then be used to set affordable payment arrangements.
communication
Call, e–mail, or SMS the contact from this screen with a simple button click, and the option to select a template (email or SMS) to be pre-populated.
history
View a history of all (non-financial) actions taken on the account, with the ability to easily filter – these can be system/workflow actions or agent actions.
open actions
Easily identify “open” actions to steer the agent as to what is needed from the customer, or why the customer may be contacting.
update
Add or update actions to close them off, the system will execute any pre-configured activity against the action – e.g. place the account on hold, send an email / SMS, generate a worklist follow up.
historical
Various vulnerabilities and events can be added and stored historically to see any prior or current events/vulnerabilities.
information
Each vulnerability type and/or event has its own set of bespoke capture scripts to ensure all necessary information is gathered from the customer.
automation
These items can then be used to drive workflows and automation, specific to the customer and in compliance with FCA requirements.
historical
Another historical view of any complaints (current or prior) on the customer’s account.
resolutions
Timescales are tracked to ensure compliance with resolution times.
capture
Data capture to include reasons, resolutions, root cause, costs.
communications
Automated communications can be sent at the various stages of the complaint.
compliance
Financial Ombudsman escalations can be logged and tracked against the original complaint.
historic
Access all historic documents (letters, emails, SMS, scanned documents) based on user permissions.
documentation
Manually generate documents & letters to be sent to the customer.
correspondence
Automate uploads of incoming correspondence. This can also be done manually.
debits & credits
Full ledger capability, displaying debits and credits (invoices, payments, reversals, credits, adjustments) with the ability to allocate based on different rules (e.g., oldest first).
commission rates
Pre-configured commission rates can be automatically applied to payments, again with rules around allocation which forms invoice backup.
transaction history
Each transaction has a drill-down history of allocation and commission calculations where applicable.
importing
Data can be imported from multiple sources, i.e., bank statements, card payments, etc. and APIs are available for payments taken via our payment solutions for real time ledger updates.
automation
Worklists are at the heart of the automation within Adept – these can be system managed, document production, dialler campaigns, or agent review.
omnichannel
Document production worklists are populated via workflows and action configurations, to automatically produce a document (letter, email, SMS) to the customer based on a set of rules/filters, or an agent action added during a call.
dialler
Dialler campaign worklists are typically workflow driven, based on when calls are due to be made to the customer. The agent simply joins the worklist to have the connected calls presented to them using the Commpli API.
manual review
Review worklists are again populated via workflows or actions and operate similarly to the dialler campaigns (minus the telephony!) whereby the agent joins the worklist and is presented with each account in turn.
dashboard
The dashboard view of worklists allows you to see how many items are due in each day, and in the future, allowing you to plan and allocate resources accordingly.
permissions
Worklist access is permission based, so you can decide which individuals or roles should be assigned.
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