Bristow & Sutor

Leading the way – Part 9: Technology and Transformation

13/07/2020

At Bristow & Sutor, thanks to our ongoing investment in innovative technology systems and software development, we were prepared to remain operational and contactable with minimal disruption to customer service during the coronavirus lockdown. Portals, apps, emails, telephone lines and debt recovery tools have remained entirely accessible for debtors and we have continued to engage with clients and customers throughout this time.  

Technology and transformation became instrumental to our service offering long before the COVID-19 pandemic however, and we will continue to reap the benefits of this investment long afterwards. A willingness to embrace fresh ideas beyond the tried and tested has fine-tuned the way we work and supported us with situations that were unexpected and could not be anticipated. It has helped us to create, develop, and maintain our portals, apps, and debt recovery tools, including cohesive software that ensures our smartphone app, our Client Portal, our award-winning Debtor Portal and our back-office system, ECS, immediately update and show the latest information on any case. We even are able to identify the most efficient routes from a complete list of live cases to improve productivity and reduce our Enforcement Agents (EAs) carbon footprints. 

Transformation comes from within and Bristow & Sutor has consciously become more data driven and invested in optimising decision-making processes in recent times. Information is identified as early as possible to support vulnerable debtors and ensure they receive a tailored approach that is suitable to their needs. Insight and investigation into areas such as behavioural science has also had an effect on engagement, changing our processes to maximise the chances of reaching a positive outcome and influencing how we train our employees on best practice.  

Investment in new structures, frameworks and systems has made processes more efficient and scalable, ensuring business users, clients and customers receive a pro-active service at all times.  This unexpectedly led to us gaining all the components we needed to adopt a ‘work from home’ environment quickly and efficiently. A new contact centre was rolled out within days and the transition was seamlessensuring support and availability for clients and customers has remained constant throughout this entire period.  

This success has been recognised and has resulted in a recent nomination, in partnership with Palladium Digitalfor the Digital Change & Transformation category at DXA’20UK Digital Experience Awards. It gives us great pride to be shortlisted for our ongoing commitment to innovation alongside the likes of BT, Plusnet, Mitie, EEOctopus EnergyASDA in partnership with HCL Technologies, Chipside, Ascenti Publicis Sapient & Centrica, Foolproof and Shell 

Bristow & Sutor will be hosting two webinars this month on the return to enforcement. Our ‘Leading the Way’ sessions are set to be held on Tuesday 14th July at 2pm and Thursday 16th July at 11am. There will be a Q&A session at the end of both webinars and those attending will have the option to send questions in advance or during the event (personally or anonymously) 

For further information, and to register to attend, please click here  

Bristow & Sutor continues to support clients and customers whilst remaining committed to its ethos of Cool, Calm and Collected