Customer Case Study – Pastdue Credit Solutions

Introduction

For over 15 years Pastdue Credit Solutions has been a client of Saascoms. An FCA regulated debt collection agency and reconnection specialist. Pastdue Credit Solutions work with leading utility, telecoms and government organisations. We would like to share a recent customer case study of our work together.

Saascoms supplies two main software solutions to Pastdue Credit Solutions. Mailmaster – delivering secure digital letters and Omnireach – providing multichannel digital customer communications.

Working together we have been able to adapt our solutions to offer personalisation to Past Due Credit Solutions, in order to provide their customers with a bespoke service.

Customer Requirement 

Bespoke software development was required to comply with a UK Government policy change, with respect to email communications. Rather than conversational email, the new change required email to be delivered as a bespoke, pre-approved templated response, with additional stipulation that email history must be excluded from the conversation history. The timescale for Saascoms to make this change was six working days!

Omnireach, the conversational digital communications platform is used by Pastdue Credit Solutions for several of its clients. Bespoke development was needed to ring-fence the policy change based on the campaign. Saascoms collaborated closely with the customer to design and implement a tailored solution using Omnireach’s library response functionality, combined with enhancements to message management.

Customer Solution

Key elements of the solution included:

• Library Response Templates:
  Pre-approved, unchangeable templates were set up within Omni Reach, ensuring compliance. Agents could still merge in customer details as needed, while the system prevented unauthorised edits.
• Email String Removal:
  Outgoing responses using these templates were configured to exclude all prior correspondence history, meeting client specific requirements.
• Automation via Bots:
  Bots were configured to detect UK Government client-related accounts and automatically issue the required templated responses, reducing reliance on manual handling.
• Agent Workflow Improvements:
  From the agent’s perspective, customer messages appeared as normal, but responses were restricted to the compliant library templates, simplifying the process while ensuring adherence.

Due to the time sensitive nature of the project, development was fast-tracked. Saascoms worked in collaboration with Pastdue Credit Solutions to clarify requirements, including confirming that library responses were acceptable as the foundation for templates.  Pastdue Credit Solutions also contributed by updating the source code for message management, enabling seamless automation of templated responses.

Jamie McCreadie, Operations Manager, “I want to emphasise my thanks and appreciation to Saascoms, both for the quick turnaround and support on this. It’s much appreciated.”

Conclusion

Saascoms takes pride in working closely with clients to provide award-winning, flexible and bespoke customer service software solutions. The recent customer case study with Past Due Credit Solutions is just one example.