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Philips Technology

AARTS

Philips Automated Allocation Routing and Tracking System (AARTS) is the most efficient and groundbreaking development ever to be introduced to the Debt Recovery industry. Each Doorstep Collection Agent is issued with a handheld PDA which has GPS technology and satellite navigation. All cases are entered onto Philips main business software and cases requiring a doorstep visit are extracted from the central database into AARTS on a daily basis.

AARTS checks all visits waiting to be allocated against the location of Philips doorstep agents and logically allocates them dependent upon the proximity and radius of the calls to their location. It then schedules and routes the calls for the agent in the most time and cost efficient manner. This results in the agent being able to maximise the number of visits.

Each day, the agents first call is delivered to their handheld PDA which directs them to the property using satellite navigation. Only when the visit is complete does the PDA then give them their next call. This eliminates Doorstep Collection Agents ‘cherry picking’. The system provides real time alerts such as when an agent has not visited a property within the allotted time, or has not followed the route given.

AARTS keeps a running total of all monies held by the Doorstep Collection Agent and will instruct them when to bank it.

Each agent only ever has the details of one visit at a time and this can be altered if there is any action on the case. For example if a debt is paid in full or a client requests the case to be returned the system will simply remove the visit from the daily list of prospective visits and re-route the agent’s visit list for that day. Alternatively if a case requires an urgent visit this can be slotted in next and the agent will automatically be re-routed.

AARTS will alert Philips enforcement department when an agent:

deviates from the route allocated
has not moved for a certain number of minutes
has not sent in his electronic form for a visit
has not reached his next destination within the allotted amount of time.

In addition, through pre-determined parameters AARTS will manage breaks, lunch breaks and start and finish times for each agent.

AARTS allows Philips to have total control of its external staff and to, in real time and retrospectively, show where each Doorstep Collection Agent has been and at what times.

Digital Pen & Paper

The introduction of Digital Pen & Paper technology by Philips has provided a way for us to further automate the reporting process and enhance our information workflow and staff productivity.

The Digital Pen functions like any normal pen but enables the Doorstep Collection Agent to send anything they write or draw, via Bluetooth™ and Data Transfer electronically, directly to our Head Office. The Pen houses a sophisticated array of technology that includes; an infrared camera, an image processor and a wireless Bluetooth™ transceiver. These components work together with a series of nearly invisible dots printed on our specifically designed forms.

Using these pens and forms designed specifically for Philips and our client’s requirements, our Doorstep Collection Agents are able to complete all details gathered from the visit such as property details, new address details, debtor’s personal circumstances, employment details, payment and/or arrangement details. There is also space to provide any additional comments and for a debtor signature to confirm the visit (if in attendance).

Once the form has been completed the Doorstep Collection Agent simply ticks the ‘Send’ box which transmits the data from the form through the pen to a mobile phone via Bluetooth, which then transmits the data immediately to our system and is added to the individual debtor records, thus vastly increasing the speed at which debtor records are updated and able to be viewed through ClientWeb. As a backup for example in areas of poor mobile coverage, the pen is capable of storing 40 A4 pages of data which can then be downloaded to a PC via a simple pen docking station.

At the same time as transmitting the data the pen also records the time & date and the location that the form was completed at (longitude and latitude). This assists us in pinpointing/monitoring Doorstep Collection Agents for reasons of health & safety and compliance and aids our monitoring and control procedures.

The digital pen and paper in effect means that any information gathered by a Doorstep Collection Agent on the doorstep can be sent to our Head Office within seconds of the visit taking place. All information received is then uploaded onto our main business software Debt Recovery and the cases updated immediately.

Call Centre & Automated Payment Line

Our Head Office based call centre operates Monday to Friday 07:30am – 8pm and Saturday 9am – 1pm. The call centre operatives handle both incoming and outbound telephone collection services. All staff within the call centre are subject to training through our dedicated Training Academy.

In addition to the call centre we provide an automated payment line which is available 24/7. This is an automated service and offers the following options:

Option 1 Make Payment
Option 2 Check Account Balance
Option 3 Offer An Arrangement
Option 4 Further Case Information & Information on our Powers to Recover and Collect Debts
Option 5 Request Giro Slips/Barcode
Option 6 Speak to a Representative

DebtorWeb

Philips always strives to provide as many communication methods as possible which allow the debtor to establish contact with Philips.

Via Philips public website debtors have access to the ‘My Account’ facility which can be accessed 24 hours a day and offers the following facilities:

View balance of each case
View type of arrears for each case
View current status of each individual case
View current total balance of case(s)
Make full payment by Credit/Debit Card
Make part payment by Credit/Debit Card
Offer an arrangement
View methods for making payment
View Frequently Asked Questions
Make a complaint
Dispute the debt
Lodge an enquiry
Request Transcash Giro Payment Slips & Barcodes

The use of DebtorWeb has continued to grow over the last year as more people gain confidence in and access to the internet. In addition to the web service, debtors can also make contact by email and fax. All correspondence is responded to within 24 hours of receipt.

ClientWeb

The ClientWeb system allows any number of your users to gain instant, real-time access to your accounts via an internet portal, 24/7. In addition to viewing case details, users can also:

Put an account on hold or take it off hold
Inform Philips of any payments made direct
Increase or decrease the debt amount
Close account and return
Change the address
Add additional notes

All of these changes and amendments will happen in real time with no intervention required by Philips staff ensuring you remain in complete control of your own accounts.

Any of your employees involved with this contract can be issued with a unique User ID and a password which promotes good auditing, monitoring and security compliance.

Nationwide Service

Philips currently provides recovery and enforcement services for over 50% of UK local authorities ranging from Penzance to Fife, in addition to this Philips has contracts with all English Magistrates Courts within the North East and Midlands . To further demonstrate our coverage, Philips provides a nationwide service to the DVLA for the collection of late licensing penalties.

Testimonial

Karen Strike, Leasehold Manager Specialist Lettings

"Philips Collection Services recover our rent arrears effectively.
We receive an excellent service from them and we recommend them to any landlord or letting agency who is suffering from unpaid debt and who would like to minimise the need for expensive court cases."