Collections Performance Manager (CPM) from HardMetrics is the industry’s first financial recovery outcome analysis tool that eliminates at least 80% of the time, effort and cost involved in managing the metrics, trends, goals and performance of collection processes.

Your Mandate
Time is money, cash is king…

And it all comes down to performance.  But performance management is more than collection agents adhering to schedules, and tracking call handling times. It’s about how much they collect, how quickly they collect and how much margin they preserve.

For example, assessing average call handling time without knowing the outcome of the call won’t drive future improvements. Perhaps an agent exceeds the “official” five minute call-window, but convinces the caller to pay the liability over 60 days instead of 120 days.  That’s progress.  It shouldn’t be considered a problem.

There are lots of ways to get to the intended outcome.  How do you identify what works? Once you’re there, how do you create a roadmap for repeatable success?

Your Challenge
How does process efficiency affect bottom-line effectiveness?

Comparative analysis is essential to successfully manage daily operations against collections targets; You need to look, compare and correlate data from all customer interaction channels to get the big picture. But  when that information originates from so many systems, people, and locations, it’s not so simple to capture the bottom-line connections between agent activity and assets received, between days sales outstanding (DSO) and average days delinquent (ADD), between cost of the agent and cost of collection, and more.  

Furthermore, collections time and efficiency isn’t the only indicator of success.  How do customer service, sales incentives, and credit terms affect overall profitability?  

Collections management software usually is limited in outcome analysis
Most collections management platforms provide tactical reports that do a good job of presenting raw activity metrics.  However, they fail to answer key questions such as: “what effect does an immediate pay  discount have on DSO” or “how does overall customer satisfaction relate to delinquency.”  For the few collection management systems that interface with OLAP-based analytics, the complexity involved in data aggregation and mining involves technical mastery beyond the average financial manager, along with a prohibitive cost of entry.

Your Solution 
HardMetrics CPM: fast-track recoveries right from the start, across all customer interaction channels

With HardMetrics Marketing Performance Manager (MPM), you do not have to wait for a delayed analysis of what happened. Instead, MPM takes a self-service approach that allows you to define, drill and analyze in real time, your own dashboards, scorecards, reports and alerts on any moving part of a campaign. What’s even better is MPM allows you to drill down/up/sideways into any data source, anywhere in the enterprise to get the answers you need.

HardMetrics CPM helps collections organizations focus beyond the efficiency of the collection process to the effectiveness on the bottom line.  With CPM, you do not have to wait for critical information “after the fact.”   CPM’s self-service approach allows you to define, drill and analyze dashboards, scorecards, reports and alerts in real time, from any internal or external data source to get the big picture. 

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Offering unparalleled levels of information richness, usability, and reach, CPM enables you to:

• Empower users with self-service access to collections data
• Identify and promote agent activity that yields the best business outcome
• Proactively manage activity/progress against collections targets in business real time
• Leverage instant feedback,  allowing supervisors and agents to collaborate and ‘self-manage’
• Consolidate/correlate/ aggregate collections data with any other data source
• Automate formerly cumbersome manual process for reporting and analytics
• Improve recovery effectiveness with timely data
• Reduce the IT reporting burden, freeing up valuable technical resources
• Improve financial controls, fiscal accountability, and compliance efforts

Best of all, HardMetrics has engineered out 80% of the time, effort and cost involved in deploying your performance management application.  HardMetrics is the industry’s FIRST and ONLY performance management company to offer a “codeless implementation.”  That means your collections organization can have a production ready system in hours/days and not have to wait months or years– enabling you to fast-track recoveries right from the start.