A Collections Case Study
Optimizing Efficiency
Through TCN
Customer: Lien Enforcement, Inc.
Industry: Collections
Founded: 2010
The client
As a specialized debt collection agency with over 25 years of experience, Lien Enforcement, Inc. offers a strategic approach to the receivables process for towing clients across the United States. The specialized debt collection agency delivers tangible results while maintaining the highest standards of courtesy, professionalism and reliability.
The challenge
Lien Enforcement, Inc. previously utilized multiple other providers to handle their contact center needs. This fragmented approach fostered complex workflows, lacked the centralized control they needed and required an on-premise setup. Facing limitations in scaling up or down to meet call volume fluctuations, Lien Enforcement, Inc. needed a contact center software platform that would empower them to optimize their overall contact center operations.
The solution
Although Lien Enforcement, Inc. initially chose TCN for its cloud-based platform, TCN exceeded their expectations in many ways. Lien Enforcement, Inc. discovered significant time and cost savings through TCN’s efficiency. The ability to effortlessly adapt to evolving communication trends and scale their operations with ease solidified their decision. This newfound agility has been a key factor in their continued partnership with TCN for over seven years – and counting.
The results
After switching to TCN’s platform and solutions, Lien Enforcement, Inc. saw improvements in its overall contact center operations. Take a look at some of the most notable:
- Slashed communication time from 3-6 minutes to only 1 minute
- Reduced set-up time for dialer campaigns from 2 hours to just 15 minutes
- Experienced a boost in payments and customer satisfaction after implementation
Boosted efficiency with Conversational Analytics
TCN’s Conversational Analytics revolutionized efficiency at Lien Enforcement, Inc. Keyword searches in call transcripts instantly exposed problem accounts. Past interactions were readily available, streamlining client communication and eliminating time wasted searching through various systems. But the benefits go beyond efficiency – TCN’s Conversational Analytics empowered Lien Enforcement, Inc. to identify the communication strategies that yielded the best results. This allowed them to develop and implement standardized best practices, ensuring a consistently effective approach.
Optimized revenue cycle with exceptional customer support
For seven years, Lien Enforcement, Inc. has consistently praised TCN’s exceptional customer service. In the accounts receivables industry, downtime translates directly to lost revenue. TCN understands this, assigning a dedicated account manager to every client to deliver rapid issue resolution and swift implementation times. This exceptional customer support minimizes disruption and keeps Lien Enforcement, Inc.’s revenue cycle optimized.
“In our seven-year partnership with TCN, their software, especially the List Management Services (LMS) solution, has been a game-changer for our collection agency. The LMS feature revolutionized our daily operations by reducing a process that used to take one and a half hours each morning to just 15 minutes. This significant time savings has not only streamlined our workflow but also allowed us to focus on customizing our lists more effectively, rather than spending extensive time on uploading them.”
Keith Baker, CEO, Lien Enforcement, Inc.
Streamlined data management with customizable reports
Lien Enforcement, Inc. slashed over 20 hours of monthly data handling with TCN’s customizable platform and LMS solution. Rather than manually splitting up to 200 files into up to eight different campaigns, custom reports now automate this process, eliminating errors and saving even more time. This means no more purging duplicates or frustrating re-uploads, allowing Lien Enforcement, Inc. to focus more of their time on what matters most – their clients.
“Our account representatives have been exceptional in their support, guiding us to maximize the use of [TCN’s] innovative features. Their professionalism and proactive approach have significantly contributed to our efficiency and success. We are excited to share these specific experiences and the measurable improvements, as they truly exemplify the real-world benefits of TCN’s system.”
Keith Baker, CEO,
Lien Enforcement, Inc.
