CCR2 Technology
outstanding payments at a time that suits them, 24/7. The way the customer, or debtor, arrives at the Self Service portal is clever too, with the route often being targeted SMS or e-mail communications sent from NEXUM with embedded links to their account. The other great feature is our Webservice that allows us to connect with third-party telephony systems, billing and CRM systems such as Salesforce; it also allows our clients’ IT teams to add key functions and data from NEXUM to their existing systems making these legacy systems more functionally rich.
CCR: How would you sum up both your journey and NEXUM’s, and where could it lead? JS: For many years, my career focussed on IT within the collections market, both as a user and as a provider. Over time I developed an interest in marketing alongside a curiosity to understand how human psychology affects business. I underestimated the value both would play as I embarked on starting NEXUM with my colleague Satish Ganatra over a decade ago. My interest resulted in me completing a Masters in the subject, then, after 10 years as a member of the Chartered Institute of Marketing, I became a Fellow and was awarded Chartered status, which is rare in our industry. Satish’s journey has been equally research-
based and, as a computer scientist, he pushed technology to the outer limits which has enabled our dreams and ideas to become part of NEXUM’s design. But it is not just us, the whole NEXUM team have full artistic licence to be creative and dream of where the product should go. That said, we work closely with our clients meaning the end NEXUM product not only provides cutting-edge tech, but also contains a wealth of features that will help them optimise their ‘bill to cash’ cycle. Our approach now and in the future is for NEXUM to give you a greater understanding of your customer or debtor’s behaviour, the risk they present and the best way to communicate with them. This will enable you to predict the
likelihood of their next activity in advance, reduce risk and increase collections while compliance is taken care of in the background.
July 2017
CCR: Satish, Jim described you as a tech guru pushing research, how would you explain your influence on NEXUM’s growth? SG: Like Jim and the rest of the team I have a passion for seeing what I can achieve in my role to push NEXUM to the next level. Fortunately, the fast pace of change has really increased the size of my development tool box; these are fascinating times.
CCR: How do emerging technologies help you create beneficial solutions for the markets? SG: Everyone in NEXUM is technical in some way, although thankfully Jim no longer codes. Technology and the tools available to my development team enable us to listen to the ideas and designs from everyone here, together with those of our clients we create functionally rich, reliable, robust and scalable products to be delivered in very short timeframes. Quality, flexibility and time to market is core to our philosophy and approach.
CCR: What particular technology has excited you and the team most? SG: The wider expansion of Microsoft into other areas has helped. We have always been Microsoft Developers and the improvements in programming languages together with those in Windows SQL Server, Office 365, PowerBi and so on have enabled us to implement our cutting-edge ideas into very powerful functions. Also, the way in which data is exchanged has advanced to the point where the NEXUM Webservice enables dynamic integration with third-party solutions including telephony, direct debits, card payments, credit reference information, property and vehicle data, accounting, billing and CRM systems. In essence, we can implant NEXUM into the heart of a client’s IT infrastructure and provide connectivity between systems never imagined a few
years back. We have also harnessed mobile technology to create apps for debtor access, DCA field agent access, enforcement officer access, student access and external DCA or law firm access for their clients.
CCR: What specific areas have NEXUM been able to address through the use of technology? SG: Jim is slightly obsessed with customer, or debtor, behaviour and communication methods, others in the business are equally obsessed with collection techniques and compliance. The technology within NEXUM enables us to develop a solution that will address all areas, but some are subject to more frequent change, and compliance is one example. Our decision-based workflow design is capable of making complex decisions on data, this enables us, and NEXUM’s customers, to build in compliance and regulatory checks into the system. The workflow’s design is flexible and managed by our clients – this enables them to make changes as when required without a time lag. There are different rules and conditions applied to legal action, dealing with consumers, commercial late payment, utility accounts, housing debtors and students, which are all subject to reform and change. The flexibility that we have built into NEXUM removes the risk of not being able to swiftly manage change.
The flexibility that we have built into NEXUM removes the risk of not being able to manage change
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CCR – How would you sum up both your journey and NEXUM’s and where could it lead? SG: The directors and employees own NEXUM; we have no external investors determining our direction. I mention this as it is very important to understand the passion for what we do and the amount of research we do into both tech, market, compliance and legislative changes. From the technical side, we have embraced the latest tech and adopted elements we feel will give us an edge in developing our business and design ideas into the most secure, highest quality collections and debt recovery solution available. The world is changing rapidly and demands on cashflow and the need to manage risk, compliance and customer contact more effectively will continue to grow, NEXUM will ensure our clients continue to be protected both now and in the future. CCR2
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