How Contacto Solution improved field collections and took paper out of its operation

Contacto Solutions is a company offering full Contact Center outsourcing services. Depending on the communication and customer service needs of different companies, Contacto Solutions provides Contact Center solutions covering collections, database updating, complaints, support and claims, market research, scheduling and CRM (customer relationship management). Its clients include companies of the caliber of Falabella, Sodimac, Citibank, HSBC and Claro. 

Contacto Solutions operates on a foundation of confidentiality and integrity, so the trust its clients place in it is fundamental, as is how the company manages its own people. Its mission is to have both qualified staff and the right technological backing. 

As part of its full BPO (business process outsourcing) services, it handles field collections: visits to customers who have not honored agreements made by phone, customers who cannot be reached by phone, or customers with questions about payment processes. 

The challenge: better field management tools and an end to paper records

Before the solution GDW Sales provided, Contacto Solutions used a satellite tracking tool for its field collections operation, but had no centralized tool, since the team was managed over WhatsApp. That created duplication and rework between different areas, a lack of systematization and a greater chance of disorder in the team's internal communication. 

On top of that, some field operations used and produced physical paper sheets that then had to be carried to the operations center, adding time and processing costs. Contacto Solutions saw the need to digitize these processes. GDW Sales gave them a solution that also let them manage, locate and coordinate their field team, delivering the platform centralization they needed.  

The solution: lower operating costs and greater efficiency thanks to GDW Sales

With GDW Sales, Contacto Solutions's field collections work gained operational efficiency, because a single digital tool kept the field team coordinated and located, which made it possible to streamline processes, save time and make supervision reliable.

Both field agents and supervisors made better use of their working time, since GDW Sales also digitized the paper processes and cut stationery costs. 

The benefits achieved at Contacto Solutions

The GDW Sales field team management tool made it possible to unify, on a single platform, both satellite tracking and communication between the team's different areas. That makes it easier to audit how agents and the various processes are performing, and it optimizes route selection in the field, thanks to the tool's ability to offer optimized guidance on traffic and the city — known as optimal routing. Rescheduling an agent's day, when the agenda changes, is far simpler.

Digitizing processes that used to be on paper and doing away with physical sheets saves administrative time and simplifies processes, saves on paper supplies and avoids storage costs. The information obtained is also more reliable, with fewer omissions and nothing lost, and that is tied to a marked rise in productivity.

Finally, in dealing with the company that is Contacto Solutions's client, GDW Sales improves the ability to produce reports and to provide information and reassurance about the field work carried out, bringing certainty to the tracking of field processes and generating within the tool itself, systematically and automatically, the capture and reporting of the KPIs (key performance indicators) that matter for evaluating how these operations perform. 

In summary:

• A unified platform for coordinating and managing field collections operations.
• Digitization of processes that used to be on paper: this saves administrative time, cuts costs and brings reliability.
• Greater capacity to produce the reports that keep the client informed about the field work under way. 
• Easier rescheduling of routes and agendas, tracking and coordination of field agents. 
• Higher productivity and assured service quality.