Background
A debt collection agency with over 60 agents managed all their case information using Excel sheets. Multiple teams worked under team leaders, and the agency owner relied on manually consolidated Excel files for daily progress and customer reports.
Problem / Challenge
The Excel-driven approach caused several bottlenecks:
- Time-consuming reporting: Team leaders spent hours daily preparing half-day and end-of-day reports for the owner.
- Lack of transparency: The agency owner had limited visibility into the real-time progress of agents.
- Unclear commissions: The owner couldn’t easily track daily commissions earned.
- Customer reporting delays: Considerable time was wasted compiling and sending daily customer reports.
This created inefficiencies, reduced productivity, and left the owner without reliable business insights.
Solution
As a technology consultant, I designed and implemented a custom case management system that automated their reporting and progress tracking.
Key features included:
- Excel import: Ability to upload existing Excel sheets into the system without disrupting their workflow.
- Case assignment & tracking: Assign cases to specific agents and monitor their progress in real time.
- Automated reports: Generate performance and commission reports on demand.
- Customer-ready reporting: Built-in templates to automatically create daily customer reports in the required format.
Implementation Highlights
- Migrated their legacy Excel-based process into a structured, centralized system.
- Designed dashboards for owners and team leaders to track KPIs instantly.
- Streamlined workflows so agents could update progress directly in the system instead of Excel.
- Automated commission calculation logic, eliminating manual tracking.
Results / Impact
- Increased transparency: The agency owner gained real-time visibility into case progress and agent performance.
- Time saved: Team leaders no longer wasted hours on reporting, freeing them to focus on supervision and execution.
- Accurate commission insights: The owner could see daily earnings at a glance.
- Faster customer reporting: Daily customer reports could be generated instantly, ensuring timely updates and improved client satisfaction.