Super-Regional Bank Modernizes Collections Dialer to Transform Customer Service

A leading financial institution partnered with Bridgeforce to modernize its collections dialer, tackling complex integrations and tight deadlines. The outcome: a faster deployment, six-figure cost savings, and a more efficient collections platform that enhanced customer service.

A super-regional bank set out to elevate its collections operations with a modern call center collections dialer that could support a more seamless and customer-friendly experience. But what began as a straightforward technology upgrade quickly evolved into a complex platform migration. With deeply integrated legacy systems, a high demand for synchronization across outreach channels, and tight timing constraints, the bank needed a guiding hand.

Bridgeforce’s platform modernization expertise helped the bank accelerate their project completion, saving them six-figures in anticipated costs due to unexpected delays with project timetables, and paving the way for a smooth day-one rollout.

A High-Stakes Collections Dialer Migration

The bank’s vision for improving collections began with the implementation of a new call center dialer, designed to bring modern IVR (Interactive Voice Response) capabilities into the fold. The plan was simple: phase out the old dialer and phase in a new one. However, the legacy dialer, along with technical debt including ties across multiple product lines and outreach channels, presented more challenges than originally scoped.

Faced with these hurdles, the bank reached out to Bridgeforce to ensure the project stayed on track and achieved its goal.

Bridging Gaps and Accelerating Implementation

Over the course of the engagement, Bridgeforce’s platform modernization experts provided steady guidance and a hands-on approach to managing the migration. Here’s how we helped the bank stay on course:

1. Bridging the Business-Technology Divide

With both business and technology teams deeply involved in the migration, alignment was crucial. Bridgeforce acted as a bridge between the teams, ensuring that every department understood the goals, requirements, and constraints of the migration. This alignment minimized friction, streamlined communication, and positioned the bank to make faster, more effective decisions.

2. Accelerating Timelines with Proprietary Tools

To prevent delays and reduce the need for rework, Bridgeforce used proprietary tools designed to accelerate implementation. These tools facilitated clear documentation, better tracking of requirements, and a structured approach to addressing issues as they arose. As a result, the bank saved valuable time and resources, pushing the project closer to its goals.

3. Managing Competing Priorities Across the Organization

A migration of this scale required careful prioritization of tasks across departments, each with its own unique requirements and deadlines. Bridgeforce’s experts coordinated these priorities to ensure no essential requirements fell behind, keeping every team focused and moving forward without delay. Part of the Bridgeforce delivery model is to help clients balance these types of efforts with their day job, and this implementation was no different.

4. Streamlining Third-Party Integration

The migration also involved onboarding third-party service providers to the new dialer system. Bridgeforce facilitated these connections, providing clarity on system expectations and helping external partners ramp up quickly. This approach minimized additional expenses and ensured smooth integration across all systems.

Results: Faster Rollout, Six-Figure Cost Savings, and Improved Customer Service

The bank’s collections dialer migration was a resounding success, thanks in part to the guidance and strategic oversight provided by Bridgeforce, as well as the strong working relationship between Bridgeforce and its client. Key results included:

• Accelerated Project Completion: Bridgeforce’s platform modernization expertise and tools ensured that the project covered all the critical aspects of such an undertaking, and did so ahead of schedule.
• Six-Figure Cost Savings: The timely delivery saved the bank significant expenses that would have otherwise accumulated due to delays.
• Smooth Day-One Rollout: The new dialer implementation rollout was successful and well received by end-users.

The result wasn’t just a new dialer—it was the launch of modern capabilities to better manage credit loss and uphold the bank’s commitment to exceptional customer service.

Transforming the Collections Dialer with Platform Modernization

Bridgeforce’s platform modernization expertise can help your organization achieve its collections goals. By managing complex system integrations and accelerating timelines, we deliver lasting results. This client’s improved collections dialer now stands as a cornerstone of its commitment to upgrading its technology while enhancing the customer experience. Contact us today to start your collections dialer transformation.

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