4_Live Demo - Strategien im Adeptra Portal

7/2/2013
Strategien im Adeptra-Portal
Burkhard Meier
Senior Account Executive
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© 2013 Fair Isaac Corporation.
User Interface Überblick
Das Adeptra Portal ist unterteilt in 4 Hauptfunktionen:
1. Portfolio Manager
» Regeln & Strategien
2. Direkt
» Real-time Eingabe und operationelle Aktivitäten
3. View
» Reporting und Analysen
4. Helpdesk
» Online Hilfe / Ticketing System
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© 2013 Fair Isaac Corporation.
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User Interface – Portfolio Manager
Der Portfolio Manager ist unterteilt in 8 Funktionen:
1. Portfolios
» Konsumenten-Gruppen unterteilt nach Produkt, Region, Land, Mahnstatus etc.
2. Strategien
»
Definition der Kundenkommunikation nach Kanal, Anzahl der Kontakte, Dauer, Inhalt
der Kommunikation inklusive Optionen
3. Auto-Strategien
» Standardstrategien, die wiederverwendet werden oder nur geringfügig geändert
werden müssen
4. Call Windows
» In der Strategie vorgesehene Kontaktzeiten
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© 2013 Fair Isaac Corporation.
User Interface – Portfolio Manager
Der Portfolio Manager ist unterteilt in 8 Funktionen:
5. Analyse
» Möglichkeit der Einzelfallverfolgung
6. Filter Test
» Möglichkeit mit früheren Fällen neue Strategien zu testen
7. Changes
» Nachweis über Regeländerungen (Art, alte/neue Werte, Zeit/Datumsstempel)
8. Admin
» Rechteverwaltung
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© 2013 Fair Isaac Corporation.
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User Interface – Adeptra Direct
Adeptra Direct ist unterteilt in 6 Funktionen:
1. Dashboard
» Das Dashboard bietet einen grafischen real-time Überblick der Anwendung
2. Search
» Identifizierung von Cases mit der Möglichkeit, sie zu stoppen
» Schutz spezieller Fälle
3. Applications
» Beobachtung und Modifikation einer oder mehrerer Applikationen eines Klienten
4. Filters
» Filtern bestimmter Gruppen (z.B. Blacklists, Produktgruppen, Nummernkreise)
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© 2013 Fair Isaac Corporation.
User Interface – Adeptra Direct
Adeptra Direct ist unterteilt in 6 Funktionen:
5. Aktionen
» Nachweis über Stopps, Pausen oder Zusammenfassung der Aktivitäten an der
Applikation
6. Änderungen
» Nachweis über Konfiguration und Änderungen durch die Applikation
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© 2013 Fair Isaac Corporation.
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User Interface – Adeptra View
Adeptra View ist unterteilt in 4 Funktionen:
1. Reports:
» Standard Format (Zeiträume, Werte für Portfolios, Strategien etc.)
2.
Scheduled reports:
» Standard Reports können regelmässig gefahren werden
3. Analytics:
» Erweiterte Reports erfolgen über Pivot-Tabellen
4. File Browser
» Sichere Uploads und Downloads von Dateien
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© 2013 Fair Isaac Corporation.
User Interface – Adeptra Helpdesk
Adeptra Helpdesk
1. On-line: Support allows you to raise a request via the portal and track progress
through the interface. This allows for an audit trail of activities and transparency
between the reporter and the helpdesk engineer.
2. By Phone: The Helpdesk is open 24X7X365 and engineers can be contacted to
raise issues for resolution.
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© 2013 Fair Isaac Corporation.
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Common functions explained
User Interface navigation
This presentation is provided for the recipient only and cannot be
reproduced or shared without Fair Isaac Corporation's express consent.
© 2013 Fair Isaac Corporation.
Creating a Rule – New Rule
»Creating a new Rule: To create a new APM rule
•Select New Rule button.
•Give the rule a meaningful name
•Select the required condition
•Select the required action
•Save the rule
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© 2013 Fair Isaac Corporation.
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Creating a Rule
»Creating a new Strategy: Select ‘New Strategy’ and give it a meaningful
name, as this will be present throughout APM and in reporting.
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© 2013 Fair Isaac Corporation.
Creating a Rule – New Call Window
»Creating a new Call Window: Select ‘New Call Window’ from the Call
Window Tab.
»Give it a Name: Allocate a name to the Call Window
»Create Settings: Set call windows as required. Click in an empty space to
create new, red cross to close, arrow to enlarge/shrink, anywhere in the
window to move
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© 2013 Fair Isaac Corporation.
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Creating a Rule – Edit Settings
»Amend settings from Default: A new strategy will be created with Default
settings. Edit and amend as required.
»Assign Call Window: Assign call window required for the strategy. All APM
call windows and Default settings are available for selection.
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© 2013 Fair Isaac Corporation.
Example Collections APM Rule 1
»Define a Rule Name: Give each Rule a meaningful name, as this will be
carried through to reporting. In this case ‘Predelinquent Low Value’
»Select a Condition: Select a condition from the fields available in the ‘View’
selection box. In this case ‘daysDelinquent’ and “AmountDelinquent’.
»Define an Action: Select an Action from the Dropdown box. In this case
‘Goto Strategy’, requiring the further selection of the Strategy.
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© 2013 Fair Isaac Corporation.
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Example Collections APM Rule 2
»Determine the Rule Order: Rules are evaluated from top to bottom, and
alert will obey the first rule that the qualify for. This rule is rule 3 in the rule
base.
»Ensure the rule is Active: Rules are inactive by default and should be
activated when required. This will cause them to be evaluated from the next
file/alert load.
»Then SET: This features means that any case which is validated as true
against this condition will have the Outbound ANI SET to the number in the
rule, overriding any setting within the Strategy for this alert
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© 2013 Fair Isaac Corporation.
Example Collections Triggering a treatment
»Adjust Treatment Setting: Strategies will be created with default settings. Amend the
strategy treatment setting as required. In this case, we will not offer the options which
lead to a plusconnects in several modules. The call sequence has also been modified
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© 2013 Fair Isaac Corporation.
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Example collections strategy
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© 2013 Fair Isaac Corporation.
Example content SMS
Module
Common
Template Name
STOP/Help Response
Common
Invalid Response - Missed Payment
(Low & Medium Risk)
Card /Overdraft / Invalid Response - Missed Payment
Checking Account (High Risk)
Response
Common
Invalid Response - Promise Reminder
Common
Invalid Response - Broken Promise
Common
Valid Response - Triggering Voice Call
Common
Valid Response - Out of hours
Common
Valid Response - PTP
Common
Valid Response - Confirm Mobile Number
Common
Request to confirm mobile number
Content
We received a <Help/Stop> Response from your handset. To prevent further
messages to your handset please contact us on <Call Center Number>
Number of characters
132
Thanks for responding. The response we received was invalid. Please
respond 1 to make payment now.
Thanks for responding. The response we received was invalid. To prevent
you experiencing difficulties using your account press 1 now to make a
payment.
The response received was invalid. If you haven't made the payment you
agreed on <promise date> reply 1 now or call us on 0800 123 4567.
The response we received was invalid. It's important that you reply 1 now to
make a payment to prevent further action.
Thanks for responding, our automated service will call you in just a moment.
Please exit this message.
Thanks for responding. Our automated service will call you during our
opening hours which are <open hours>.
Thanks for responding, we will update your account to confirm you will make
a payment of at least <amount due> to your <product account> within <PTP
Days>
Thanks for confirming your mobile/cell number with us; we’ll update your
records.
Thanks for entering your mobile/cell number for your <product> account
ending in <1234> to confirm please reply 1 and we will update your records,
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Response Actions
Terminate case.
Store in inbound data cache
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Store in inbound data cache
136
118
102
107
Store in inbound data cache
Store in inbound data cache
Trigger voice strategy
Tigger Voice Strategy - pend for next open
window
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Send Memo
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Update Record (where possible) or Report.
Terminate case.
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Pend case waiting for confirmation.
»SMS templates are defined as:
»Outgoing initiating messages
»Response messages to consumer replies
»Standard responses as shown above for invalid responses or out of hours
messages etc.
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© 2013 Fair Isaac Corporation.
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Confirmation of choice
Example content Mobile Direct
Module
Common
Template Name
Confirm PTP
Common
Confirm Credit or Debit Card Payment
(inc quick pay - tokenised payment)
Common
ACH Electronic Cheque Payment
Common
Confirm Payment Direct From Bank
Account
Common
Confirm Direct Debit Payment
Common
Confirm Payment Arrangement
Common
Confirm Extended Term
Common
Confirm Payment Holiday
Push Notification
Header: <CLIENT>
Content: Tha nks for agreeing to make a
payment
Header: <CLIENT>
Content: Thanks for making a payment
Header: <CLIENT>
Content: Thanks for making a payment
Header: <CLIENT>
Content: Thanks for making a payment
Header: <CLIENT>
Content: Thanks for setting up a direct
debit
Header: <CLIENT>
Content: Confirming your installment
plan
Header: <CLIENT>
Content: Confirming the extension of
your credit agreement
Header: <CLIENT>
Content: Confirming your payment
holiday
Message Content
Response Actions
Thanks for agreeing to pay <PTP Amount> to your <Product> account within
<PTP days>. It's important this payment reaches your account to prevent
further action.
Thanks for making a payment to your <Product> account using your
<credit/debit> card ending in <1234>. This will be credited to your account
within 48 hours.
Thanks for making a payment by cheque your confirmation number is 123456.
Thanks for making a payment to your <Product> account from your <bank
account> number ending in <1234>. This will be credited to your account
within 48 hours.
Thanks for setting up a Direct Debit from your <Sort code look up – Bank
Name> account ending 1234 to make payments to your <Product> account.
Thanks for agreeing to make additional 6 payment of <$1,500.10> monthly. It
is important you keep up these payments to prevent further action.
You have selected to extend the term of your loan by X month(s) to cover
overdue amounts. You must continue to make payments of <AMOUNT DUE>
from <01.01.13> and payments must continue until <01.01.15> until the
amount is repaid.
You have been awarded a payment holiday. Remember your account
continues to accrue interest and you MUST resume payments on
<01/03/1013> to avoid further action.
»Mobile Direct (Mobile Application) Messages are defined as:
»Outgoing initiating messages that trigger a specific type of response
mechanism from the consumer typically voice, web or app.
»Confirmation response messages to verify the choice/option the consumer
made on another channel as shown above
»Standard responses similar to those used for SMS to cover invalid responses
or out of hours messages etc.
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© 2013 Fair Isaac Corporation.
Example content e-mail
Module
Common
Template Name
Payment Reminder
Message Content
Header: <Client,> <Product> Payment Reminder Service
Response Actions
None - customer should call or use the link.
Dear <Customer Name>
Your <Product> ending in <LAST 4> re-payment for this month is due shortly. We are using our payment reminder service to help you
avoid any additional interest and fees and help you make your payment on time.
The quickest and easiest ways to make a payments to your account are:
* Make a payment on-line at www.on-linebanking.com
* Pay using a credit or debit card either on-line at
www.webpayments.com
or
by calling our payments line on 0800 xxx xxxx.
Do get in touch with us if for you are having difficulty making your payment.
<Client>
»E-mail messages are defined as:
»Outgoing initiating messages that trigger a specific type of response
mechanism from the consumer typically voice, web or app.
»They are typically set by nature of the type of collection, product type and the
stage of collections
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© 2013 Fair Isaac Corporation.
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Example content e-mail
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© 2013 Fair Isaac Corporation.
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