Customer Stories

“Swordfish was implemented at FNB Collections Solutions in June 2011. Since migrating to Swordfish there has been a big improvement in the management of our accounts.

What I absolutely love about Swordfish is its flexibility. Swordfish allows us to follow our processes that suite our form of collections. We are able to track accounts that have not been paid timeously, flag accounts that should not be in our space (Deceased, Administration, Insolvencies), identify accounts with low balances that should be closed and so much more.

Besides being an effective tool for collections it is also a great system in assisting with the performance management of our collectors. We can keep track of the number of accounts worked on by our staff on a daily and monthly basis to ensure that all accounts are worked on and activated. Swordfish helps with time management and it provides us with the exact time our collectors sign in and out of the system. Our staff is extremely happy with the fact that they can monitor themselves with regard to their monthly targets as Swordfish gives them a breakdown of the monies they collect on a daily basis. In that way they are always aware of what is required to reach their monthly cash collections. It creates an even playing field because you are able to see the exact amount of accounts each staff member has and we are then able to ensure that everyone has the same number of accounts to work on.

The security of Swordfish is top notch. There are different access levels for staff, supervisors and management. This means that we have better control when it comes to closing, relegating and assigning accounts and it serves as a good mechanism to prevent fraud.

Swordfish has been a tremendous cost saving for us and a valued asset to our business. We are positive that Swordfish will still do much more for us in the future and will always keep us one step ahead of our competitors.”

 

Nedbank “Nedbank Retail Recoveries had the need for a flexible, reliable and user friendly collections/recoveries system that could be maintained internally or externally. Due to the fact that we handle big volumes the system had to be able to cater for that and it was imperative to have solid security, different levels of access and a sound audit trail.

We initially considered a number of systems and requested various companies to submit product specifications and proposals. A short list was compiled and we requested the three best candidates to present at Nedbank’s Office in Johannesburg. Swordfish was selected as the preferred system because of the following main reasons:

  1. Functionalities available;
  2. Flexibility;
  3. Ease of use – single screen view for crucial information;
  4. Secure external access and maintenance;
  5. Reporting;
  6. Individual performance management;
  7. Future development – flexibility and short time frame;

The system was implemented during September 2009 and to date various enhancements have been made and implemented to suit our needs. We have constantly been able to improve collections and reduce costs. The reporting and ease of extracting information has ensured that we have been able to not only identify potential problem areas, but also to avoid such problems and adopt new collection strategies and focus on core needs in very short time periods.

The system offers our collectors various methods of contact which have been fully integrated and include live sms, e-mail and fax. We are also able to store documents in various formats. Those documents are not only available to the individual (and linked) accounts but one can also forward them via fax or email. This functionality has reduced our turnaround time – especially in the query department and has ensured considerable savings in not only time but also the volume of actual print output.

Swordfish completely fulfills the needs of our department and has increased our productivity and capacity tremendously while reducing cost of collections/recoveries significantly. The Swordfish team is highly skilled and professional, yet open minded and approachable.”

 

Blakes Maphanga“We had a well-established collection practice before we started using Swordfish, but our practice was mainly run on a manual basis with very little electronic intervention and management.

Due to the limitations of a manual system we searched extensively for an effective and advanced system to improve our debt collection performance.

We decided to make use of Swordfish and have not looked back once since doing so. After the initial implementation of the system we had an immediate improvement of our ratings and performance from our clients’ perspective. We also noticed drastic positive changes in staff attitude towards their work and management was able to more effectively monitor performance and motivate collectors. Swordfish is a robust and effective management tool and due to the fact that it is web-based it further allows for off-site management which is absolutely ideal.

Behind the screen the Swordfish and Spiraleye teams have been more than helpful with our individual needs as a firm and have really gone the extra mile during the whole process of implementation of the product and thereafter with the general support and advice.

We can and will strongly recommend the product to any soft collections firms out there.”

 

GLA“As a firm of attorneys providing debt collection services to diverse corporate, retail and banking clients we did a thorough evaluation of the debt collection software available on the market. In terms of development, features and compiling reports for our clients Swordfish is clearly superior to any other product we evaluated, particularly for managing our collectors/staff. The layout of this product helps our collectors to properly record all actions made on each account, which we think would be quite difficult for competitors to imitate.

The product offers an all-inclusive collection solution from soft-collections by way of our call centre agents to drafting legal documents and keeping track of various legal processes. The functionality to control debtors via text messaging, email or letter campaigns makes bulk collection work so much easier. The product also provides for a collection process via daily, weekly or monthly debit order deductions which are useful to ensure our collections increase each month, allowing our collectors to focus on accounts not previously collected on.

Since implementing Swordfish our revenue has grown exponentially and we have been able to provide our clients with monthly reports of progress made on each account as well as collection stats. Moreover, the Swordfish support team is very knowledgeable and provides quick answers to our questions; constantly incorporating any suggestions we have for additional developments to customize the system for our business needs.”