Оценка Консультации Аудит Ноябрь 27, 2015 Комментариев нет

Payfast

950-670
410-280
410-280

CHALLENGE

Extending payment offering

As a forward-thinking business this global payment services provider uncovered a way to complement their existing European payment by offering Direct Debits. As a way to optimize their service portfolio and unlock new business potential, the client offered their customers Direct Debit as an additional payment method in Europe while receiving the revenue in
their designated currency.

However, with little expertise in handling direct debits in Europe, this Global Payment Service Provider looked to Broker as their full-service partner — capable of providing Direct Debit and related services (reconciliation-to-reporting) in key European countries. The service was required on a white label basis so that it could be provided as part of the clients processing suite.

SOLUTION

White label and reliable

In Broker the client found a full-service partner who was reliable, efficient and skilled in the creation of the tailor made service they required. To facilitate the white label service, Broker would receive real-time and offline bank account validation requests and process direct debit settlement files from the client on behalf of their merchants.

Broker tailored the program even further by selecting partner banks in Europe and opening trust accounts on behalf of the client as well as setting up and managing the local payment and information flow. As a result, the client could rest assured that Broker adhered to all local banking requirements
and regulations for each country — and, or, bank.

Broker’s services and approach were perfectly integrated and aligned
with the clients processing suite, enabling them to provide a complementary payment offering to their global merchant base.

RESULTS

A full-service partnership

  • Collection of over £98 million on behalf of the clients merchants since 2005 annual growth rate of 25% with regards to transactions.
  • Improved cash flow and reduced Days Sales Outstanding.
  • Reduce of fraud and late payments.
  • Upgrade of security standard based on Broker finance’s certifications and experience.
Оценка Консультации Аудит Ноябрь 27, 2015 Комментариев нет

Sona Energy

950-670
410-280
410-280

CHALLENGE

Help create attractive prices and ensure efficient billing

Innovative energy service providers are facing tough competition in the fiercely-contested electricity and gas market. In order to gain new customers they have to offer not only innovative and sustainable products, but also have to create attractively-priced offers and guarantee excellent energy billing and customer services.

SOLUTION

Integrated customer service

An integrated service for customer service and energy billing enables innovative energy service providers to focus on energy procurement and marketing. On the one hand this ensures cost control, while on the other hand the companies gain a strong partner for implementing the regulatory and statutory requirements as well as energy management processes.

In conjunction with our customers we have implemented different components from our comprehensive service range in accordance with their requirements and the products offered. These include classic front-office customer service activities, for example customer advice and care. But we also offer effective back-office activities such as customer registration, handling customers who switch providers, auditing and customer billing.

RESULTS

A successful transition and operational excellence

  • Handling customers who switch providers (standardized data and document management, switching suppliers in accordance with GPKE/GeLiGas regulations.
  • Auditing (checking the network usage payments, plausibility check of consumption figures, market partner communication).
  • Customer billing (processing payments, commercial dunning procedures and collection).
  • Customer service (customer care via telephone and in writing, clarification of questions on customer registration and bills receivable and billing).
Оценка Консультации Аудит Ноябрь 27, 2015 Комментариев нет

Fitzgerald Motorcycle Group

950-670
410-280
410-280

CHALLENGE

To bring members worldwide together

Administration of the Fitzgerald Owners Group (the world’s largest factory sponsored motorcycle riding organisation) was fragmented across EMEA, resulting in inefficiencies and inconsistencies in customer relationship management activities with members. The key objectives of the programme were to provide an improved experience for 100,000 members, while making cost savings and improving customer loyalty.

SOLUTION

To to create one centre across EMEA

Broker set up a contact administration centre, staffed by a multilingual team, implemented controlled payment methods such as international web and bank transfers and introduced a tiered membership structure.

Better print management has been achieved for member publications, which often involves sending membership packs containing around 20 items, in six languages, to 68 countries.

Broker continues to work with the Fitzgerald Group and has recently expanded its global footprint by delivering services from the United States, South America and Asia.

RESULTS

A successful transition and operational excellence

  • Saved £360,000 by centralising contact centre activities
  • Cut £150,000 from the annual fulfilment spend
  • Captured 100,000 previously lost calls annually
  • Improved customer satisfaction significantly, from 50% to 80%
  • Raised membership by 50% in 3 years
  • Increased annual revenue per member by 50%
Оценка Консультации Аудит Ноябрь 27, 2015 Комментариев нет

Securator

950-670
410-280
410-280

CHALLENGE

Improve the invoicing process

Security company Securator started in 1999, and today it is the leader in ID-protection and general security in Sweden, Norway, Finland, Poland, Russia and Ukraine.

The company operated its business by invoicing its customers in a one-off basis for services that would last between 12 and 36 months. This generated a relatively high customer churn, and little opportunity for upselling other
services.

Additionally, the nature of the invoicing process resulted in a difficult to manage liquidity, with periods of high influx of payments.

SOLUTION

Designed and implemented new flexible invoicing options.

This allowed the incorporation of new services and products to existing subscription accounts from customers, merging the payments into a single monthly invoice covering all services.

Broker took over the financing and administration of subscription accounts, being responsible for monthly invoicing of the client’s customers.

Finally, Broker created a customer solution to deal with customers’ invoice issues.

RESULTS

A successful transition and operational excellence

  • Client started with no subscriptions, and today they manage 100,000 accounts.
  • Improved invoicing process with the incorporation of monthly subscription payments instead of upfront payments (every 12, 24 or 36 months), leading to upselling opportunities and significantly improved margins.
  • Reduction in customer churn rates due to monthly invoicing and recognition of brand.
  • Economies of scale with client’s existing customer service centre acting as a sales channel for upselling opportunities.
  • Reduction in the number of bad debts.