The Analysis News & Opinions
‘Credit managers must use technology to best advantage’
Credit professionals must always remain aware of the impact of technology on your own staff’s performance, according to a senior industry professional. Speaking at a round-table debate
organised by CCRMagazine, in association with Marston (Holdings), Andrew Burman, credit manager at AB Enterprises, said: “It is interesting how technology has changed and there certainly are pitfalls, but there are other elements to consider. For example getting away from people being able to say that ‘I have sent an e-mail’ then thinking that they have done all that is needed, rather than considering they do not have the money yet and, although they might have sent an e-mail, if you do not have the cash in hand, then the job is not yet done. Sometimes that can be lost. “It is also interesting that the client on the
other end sometimes does not want to receive the telephone call. They want some kind of electronic communication and some businesses are set up in that way. I remember one situation where I had a particular problem and I had to get it resolved, but I could not get through to them on the telephone, so I
tried a chat-group and the chat-group solved it for me straight away. Some businesses want to operate in that way and you need to adjust your style to that.” Matthew Mitchell, head of credit at Avara
Foods, added: “It can be very interesting, sometimes, to watch the dynamics of one
Disaster recovery webinar to be launched
CCRMagazine and Paladin Commercial are to launch a new webinar looking into disaster recovery and business-continuity planning, as the industry continues to seek out modern sources of knowledge and insight in changing times. Paladin prides itself on being adaptable,
with a multi-lingual team who are able to support clients in their local language. It offers flexibility to meet needs as they change, and provides up-to-date, strategic guidance to ensure you receive the best service. Webinars are an increasingly valuable
tool as the industry continues to look for sources of information while self-isolating.
8 PALADIN Stephen Kiely, editor of CCRMagazine,
said: “Webinars allow readers to gain the insight and knowledge that they need from the convenience of their office or home. All you need is an internet connection and you are good to go. So we are proud to be working with Paladin to offer this new opportunity.” l To register your interest, please e-mail
stephen@ccrmagazine.co.uk.
www.CCRMagazine.com
customer, and it can be very interesting to go down an avenue of considering that they prefer e-mail, sometimes if you really analyse it, then you find that is not the case: e-mail was just their entry point and their preference might change completely from letter to the telephone to something else again. “Maybe during a day or during your
whole processing of an account, people’s attitudes can change.” Meanwhile, Ray Welsby, manager
recoveries team at Shoosmiths, said: “Sometimes you will find customers who are happy to both send and receive communications by e-mail. “There are, however, others who, whilst
being happy to send correspondence by email, are not happy to receive it, insisting any correspondence to them be sent by post. At the risk of appearing a little cynical, this behaviour could suggest a deliberate attempt to induce delay.” Louise Woffenden, group credit manager
at Metropolis International Group, added: “This can be a double-edged situation because a customer can have a bad experience when they speak to an agent and that goes back to skill, and the agent being engaged and really wanting to help the customer.”
March 2020
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