De Wilde & Baele Gerechtsdeurwaarder (bailiff) has 40 years of experience and is located in a beautiful building along the Gasmeterlaan in Ghent. Part of the office (see picture on top) was once used as a setting in Felix van Groeningen's film "De helaasheid der dingen" ("The Misfortunates") after a book by Dimitri Verhulst.
The firm ensures the correct follow-up of debtors (collection) for its customers and thus watches over their profitability, which is often threatened by bad payers. The initial goal is always to settle the proceedings amicably. A letter or telephone call from a bailiff clearly indicates the seriousness of the situation and is therefore often very effective. If the soft hand does not help, the office starts a legal process and the judicial execution until the final payment.
Continuous innovation is a must in order to manage all of this in a proper way. De Wilde & Baele invested heavily in far-reaching digitization. The best practices of commercial companies in terms of customer experience are closely followed. Every day, hundreds of people communicate with the office via e-mail, a self-developed WebApp, via Facebook Messenger, but of course also by telephone.
Six years ago, De Wilde & Baele opted for a solution based on Voxtron Communication Center (VCC) in order to keep the mass of telephone calls on the right track.
At the end of 2018, XQTING was asked to make the VCC even more user-friendly and to integrate it in a modern way with Organi's Tagor3 file management system via REST services.
At the same time and partly due to this new integration, the call flow was rebuilt from scratch. It contains a self-service part, where the intention is that the defendants (the bad payers of the customers) can automatically agree on a payment plan. This is done by entering the amount and the desired term (within the limits prescribed by the office, of course).
Anyone who fails to register a payment plan, or who calls for a different reason is quickly redirected to the right employee. They log on with the Voxtron Communication Center client for one or more queues. Partly based on skills, the calls are distributed among the available agents.
De Wilde & Baele very often takes the initiative to contact debtors itself. Every week, two thousand people receive a call from the office. Thanks to the preview outbound campaigns of VCC, this is done as efficiently as possible. The daily list of defendants to be contacted is distributed and offered fully automatically to the agents. By simply accepting, the system calls out. All calls are recorded and temporarily stored for control purposes.