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permanent tsb – Collections System Design and Development

Focused development of a real-time, customer based multi-product collections system

permanent tsb, in common with many other banks, was collecting consumer arrears on multiple financial products over three separate platforms, in multiple locations. The bank had decided to build on one of its existing systems to develop an in-house solution.

Critical success factors included achieving operational efficiency improvements and a streamlined approach to customer management across all products.

Savantor’s team undertook the following:

  • Producing the project initiation document to define the scope, approach and objectives of the development.
  • Facilitating workshops to map out the new operational processes.
  • Identifying the key operational metrics the new collections unit would require.
  • Providing the critical review function during the functional specification stage.
  • Bringing previous experience to bear to resolve the many design issues that occurred on the way.

Margaret Jennion, Collections Specialist at Savantor, highlighted how the project had benefitted from Savantor’s involvement.

"This project was a perfect example of how Savantor’s extensive business and operational knowledge can deliver client benefit at all stages of an initiative."

Features of this assignment:

  • Design of new collections strategies, processes and policies.
  • Business Design of new interfaces with card processor, TSYS and external secure print supplier.
  • Definition of new MIS package across all products.
  • Detailed planning and management of acceptance testing.
  • Conversion planning, reconciliation and post implementation monitoring.
  • Development of an on-line training package for approximately 100 client staff.
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Client Quotes

Interchange Review

"Savantor did a superb job in confirming what we believed was an area of weakness. The detail we now have will enable us to agree internally what we need to do to improve structure, control and income. Nationwide management were very impressed with the quality of the Savantor team."

Adam Slater, Senior Manager - Banking - Nationwide Building Society - UK

Expert Witness

"After searching extensively for the required industry expert in a complex litigation, Savantor was identified to have the necessary industry knowledge and expertise on a range of complex issues. Savantor provided clear advice and was able to quickly hone in on the key issues, but most importantly, generating pragmatic winnable answers."

Gavin Ingram, General Counsel & VP Strategic Planning - Global Blue - Asia Pacific

EMV Migration Planning

"It was a strategic imperative for the bank to be EMV compliant for our payment cards and the experience that Savantor brought to the company has proved to be invaluable."

Eddie Sweeney, Chief Technology Officer - AIB Bank - Ireland

Acquirer Transformation

"We needed a programme manager for a complex transformation who also brought a broad understanding to help stakeholders through the change. We have been delighted with the delivery and outcomes from this engagement with Savantor."

Michael Liquornik, Executive Vice President - Neovia Financial - UK

Market Insights

"Savantor did a good job in helping us understand the dynamics of a key growth area for Trionis. Savantor's ability to listen and their degree of commitment have always impressed me. They have been of great help in providing us important market insights and I would not hesitate to work with them again in future."

Ernst Verbeek, Managing Director - Trionis - Belgium

Collections Transformation

"Savantor did an absolutely superb job for us on the Collections programme. The professionalism, hard work, courtesy and tenacity of their experts is a credit both to the individuals and to Savantor."

Peter O'Dea, Senior Manager - Collections Department - Permanent tsb bank - Ireland

Card Processing Migration

"Disciplined methodology and effective teamwork, guided by Savantor's migration expertise and operational knowledge, were the hallmarks that led to the resounding success of this project, enabling us to maintain and develop our business capability."

Robert Lambert, Head of Cards Strategy - Permanent tsb bank - Ireland

New Fuel Card Guidelines

"Savantor successfully assisted Clear2Pay by providing specialist EMV expertise."

Marie Costers, General Manager - Clear2Pay Open Test Solutions

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