How Intrum went from separate legacy systems to one unified solution at lightning speed - resulting in 96% of collections cases being fully automated
Key Account Manager, Credit Solutions
Intrum was operating different legacy systems for debt collection across the Baltics, making it difficult to share processes and streamline its services. Intrum had been operating Tietoevry’s collection suite Nova in Sweden and Spain, and wanted to roll it out across its businesses in Latvia, Lithuania and Estonia. A project with little or no time for delay, to unify operations.
Tietoevry’s Collection Suite Nova is an open framework for automated debt collection, saving businesses time and money. An agile and scalable modular solution, Nova adapts to meet business needs, regardless of geography or industry. It automates the entire end-to-end collections process, ensuring good customer care for debtors and increased cash flow for organisations.More about Debt Collection Suite Nova Discover more about how our services can enable business transformation
Intrum is Europe’s leading credit management company, specialising in debt collection services. Intrum supports 80,000 companies each year and is in contact with 250,000 people in debt every day. Its credit management services help lead the way to a sounder economy by making things better for industry and society.
An automated end-to-end collections process eliminates time-consuming management of debtors and authorities, while increasing engagement and resolution rates.
A unified system enables processes to be streamlined across the entire business, and increases the ability to report on group activity.
A flexible system that can adapt to Intrum’s changing business needs, giving a high level of flexibility over how services are structured and collections cases are managed.
In March 2018, the project kicked off to implement Tietoevry's collection system Nova across Intrum’s businesses in Latvia and Lithuania - with no time for delay. Just nine months later, the project was complete in record time - without compromising the budget or the quality of the end result. Six to 12 months to integrate one country to Nova would be a more standard approach, two countries in nine months was a real achievement. Intrum’s business in Estonia was then migrated to the same system in 2019 in just seven months.
Nova is a central collections system, meaning it has a wide role within Intrum’s business. Far from being an isolated application, it has integrations across the entire company that needed to be reworked and rebuilt. Given Intrum’s call centres, legal teams and finance teams all use Nova as their core integrated system, a smooth delivery was essential - without it the business would simply stop.
Good project management, governance and dedicated teams on both sides made the tight timescale possible, without jeopardising the quality of delivery. A real understanding of Intrum’s internal organisation and processes was crucial to being able to take fast decisions and quickly solve any issues.
The result has given Intrum a collections system that can be used seamlessly across the Baltics, standardising processes and improving development, letting Intrum create one solution and deploy it to every country at the same time.
One of the key benefits has been the automation that is possible with Nova. With the workflow modules, Intrum has been able to automate 96% of all collection cases in the Baltics, saving time and money while serving their customers better.
The automation aspect of Nova is very strong. This project was a good opportunity for us to automate many of our business processes. Specifically, we really like the workflow module and how we can automate collections activity to a high level of precision. Nova is very flexible, and handles the full end-to-end process, from client onboarding to case closure. It sits at the heart of our business.
Collections can be a long process, but we have managed to automate many steps and make our operations more efficient. With one unified system across our entire business there is much more integration. We are now able to take the synergies from each country and do much more detailed reporting at a group level.
IT Development Manager, Baltics, Intrum
Nova chooses the right action at the right moment in time for each client, as they will each have different needs throughout the collections process. Once Intrum defines parameters and workflows, the system jumps between them based on the action that has been taken by the client and customer. Nova gathers the right information needed for credit checks, or if a payment is received, the system automatically follows up with the correct process - depending on the size of the payment and who made it. It initiates customer contact at the right moment, in writing or by booking a call.
In the Baltics, Nova also supports integrations with court systems, and to the banks through SEPA, to fully manage automated payments in and out. It supports different tax, legislative and legal processes in each country, taking away the complexity of operating across borders.
Even though the implementation project has ended, the partnership between Intrum and Tietoevry remains, as Nova continues to develop.
As a product Nova is continuously evolving, with new features and solutions being added regularly. We very much see the roadmap for Nova as a collaborative process. It’s essential that Intrum inputs into the future of the product, to build it together with our customers. It works better for everyone when development is influenced by the businesses that use Nova day-in-day-out.
Collection Product Manager, Tietoevry