Our Valued Customers, The ESKADENIA team would like to inform you that we are back in full force at the office and have continued normal operations while still following the Jordanian government’s COVID-19 safety procedures. Our activities may be subject to change during these uncertain times, but we assure you that any changes to our operations will not affect our level of service to our customers. We thank you for your cooperation and wish you good health. ESKADENIA Software Team
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For every type of business, big or small, collecting payments from the products and services it sells to its customers is a vital element of its success. Especially in the telecom industry, collecting payments from subscribers is not quite a straightforward process as many clients often fail to pay for all kinds of reasons. This dilemma urges the adoption of a solid collection strategy reinforced by a dynamic, automated, and comprehensive collection management system. At the core of ESKA Collections is ESKA® Dunning & Collection. It monitors debts based on payment arrangements. It is equipped with a wide array of features to help increase the effectiveness of your collection management processes. The other two systems in the ESKA Collections suite are ESKA® Dispute Manager, and ESKA® Legal. ESKA® Collections is a comprehensive suite for managing all your debt collection processes. Its rich functionalities cover all three main stages of collection management:
Systematic collection planning Create carefully planned scenarios to deal with the various collection cases based on details such as previous customer behaviour, invoice history, ageing debts, and other parameters. These can be dynamically defined by the admin based on company needs. Various methods of collection Facilitate various methods of collection including bank credit orders, credit cards, pre-paid cards, bank transfers, and more. You may also define a custom method of collection that better suits your needs. Automated execution Plan and execute collection and dunning plans automatically by sending dunning notices and, from time-to-time, schedule dunning call-backs. Enhance cash forecasting Track expected payments and provide statistical cash forecasts based on your needs. Confirm your statistical cash forecasts for more accurate cash flow management based on expected payments. Strategic dispute management When a customer fails to comply with your dunning procedures, this is a clear sign of a payment dispute. In these cases, ESKA Collections enables you to plot a suitable action plan so you can encourage the customer to pay their dues while avoiding further escalation as much as possible. Facilitating legal procedures Should things progress to necessitate legal intervention, ESKA Collections can help in keeping track of legal procedures including collecting and preparing required documents of the cases that need to be sent to court, allocating lawyers and monitoring their performance and more. Automation reduces costs Automating your collection and dunning procedures can help minimize operational costs. It also allows your collection staff to focus on improving collection strategies rather than waste their time and effort on strenuous, counter-productive, and often repetitive tasks.
When things run smoothly and the clients pay their bills within the specified billing period, their bill cycle immediately comes to a happy closure. ESKA® Collections facilitates tracking their payments and recording their exact due dates, payment dates, and other details for future reference. To further streamline this happy scenario, ESKA Collections provides many features including smooth payment gateway integration, payment due date reminders, and auto-pay method validation. ESKA Collections also provides the ability to create pay-on-time promotions for those customers who pay promptly and, for example, tend to consume all of their monthly plan’s bandwidth before the end of the month. Simplify your happy collection scenarios.
When a customer does not pay promptly but they are still within the happy period, you might want to simply notify them that their payment is due. This stage of mild delinquency could use an automated system to manage it so it hopefully does not progress into a bad-debt situation. ESKA® Dunning & Collection is designed to automate the process of managing delinquent customers by creating multi-level hierarchy lists for the various types of customers in the telecom industry. Whether your business model was B2B, B2C or M2M, ESKA Collections helps build the process hierarchy that best suits your business needs. The system also helps in providing support for individual customers as well as corporate customers. Based on this, ESKA Dunning & Collection aids in creating various scenarios and lifecycles for each customer or large account structures. Minimize bad-debt escalation risk
ESKA® Dunning & Collection system supports the creation of fine-tuned lifecycles and scenarios to cater to the specific circumstances of every separate case of customer delinquency on its own. This helps in planning a more effective collection strategy. In the qualification process, the system takes into account the many parameters of clients’ information such as their payment history, service usage habits, age of previous pending debts (if any) and more. Based on this information, the system automates the creation of customer-specific collection scenarios and lifecycles that entail procedures of soft collection, hard collection, and when necessary, legal collection. Plan personalized courses of action for all collection cases.
In cases where all dunning procedures have been exhausted and the client continues to fail to pay, it is time to take things a step further. This case has now become a dispute and therefore needs to be treated accordingly, and this is where ESKA® Dispute Manager comes in . ESKA Dispute Manager is a powerful dispute management system within the ESKA Collections suite. It enables you to track and manage all your disputes by automating the process of tracking your customer’s bad debts. To boost bad debt recovery, the system allows you to facilitate personalized treatments according to each delinquent customer’s specific details and circumstances. The system also enables you to manage your relationships with external debt collections agencies (DCA’s). Streamline your dispute management processes.
It often happens that a customer fails to pay their dues even after exhausting all dunning and dispute management choices with them. At this stage, the final solution would be to seek legal action. And since legal procedures can at times cause quite a hassle, it helps greatly to have a system that can optimize this complicated process. ESKA® Legal is a case management system that facilitates coordination of action and consultation for your legal department. It is a feature-rich module that caters to all your needs for conducting legal procedures in tough collection cases. This versatile system can streamline the creation of client profiles, handling contracts creation, financial management, and more through a powerful digitalized platform. It also enables you to assign cases to lawyers or hire legal firms as needed, and monitor their performance and success rates through detailed statistics and reports. Stay on top of all your legal procedures
ESKA® Collections provides automatic confirmation of payments, promises, disputes, adjustments, reversals, and other notifications to the customer. This includes dynamic integration with 3rd party systems such as SMS and IVR. The system includes a dynamic setup and configuration setting for email & SMS templates. Using this setup, the admin can define the proper correspondence template, as well as add dynamic variables and integrate with other system parts. Records of these letters are automatically archived and recorded to the customer’s correspondence history. Facilitate communication with your clients.
ESKA® Collections’ calendar is a feature-rich module that enables you to create company default working hours/calendar and alternative calendars to be used by collection actions and payments inside the company. It also includes the ability to manage appointments with customers through the system directly. This can be done through the task tab to view information about an existing task or create a new task. The module enables collectors to create new tasks for themselves or other collectors, and keep track of these tasks through a feature-rich dashboard. Administrators can also view the availability of appropriate assignable collectors, as well as being able to schedule appointments. Keep track of all your important dates and appointments.
ESKA® Collections provides many places where a collector can enter and view notes about a customer or related transactions during the collections process. Notes can be reviewed prior to interacting with a customer or shared between users with the appropriate access rights. It also enables collectors to upload attachments and documents to a collections issue, such as customer correspondences, purchase orders, contracts, and other documents. Authorized users can view these attachments at any time during the collection cycle, in addition, it can bring such documents and contracts by integration with contract management, CRM, and order management systems. The module boosts the collectors’ convenient access to notes and documents related to their cases through one feature-rich platform. Facilitate your collectors’ sharing of information
The ESKA® Collection suite comes with a highly detailed and feature-rich dashboard. The dashboard provides detailed statistical information (supported with diagrams) about all aspects of the collection process including the performance of collectors as well as lawyers. It is also equipped with a powerful module for producing detailed reports on customers’ payment histories, dunning cases, and ageing debts for use in creating effective collection scenarios and customer lifecycles. The reports can either be configured to be generated automatically or defined manually depending on your needs. These reports can, later on, be used in choosing a collection scenario that best suits each separate delinquent customer. This way, the system strengthens the collaboration among collectors in that it allows for a smoother flow and exchange of information about pending collection cases. Produce and view detailed reports of all your collection activities.
In order to achieve maximum possible flexibility, the ESKA® Collections suite is designed to work in harmony with several related ESKADENIA products as well as other 3rd party systems.
ESKADENIA products that can be integrated with the ESKA Collections suite include:
Third-party systems that can connect smoothly to the ESKA Collections suite include: