"I cannot recommend Roboteer highly enough. From the moment they took the brief to implementation, they could not have been more helpful. The end product is exactly what we needed and has transformed part of our process."
— David Parris, Operations Director at Fraser and Co
Problem:
Fraser and Co, a multi-branch estate and lettings agency operating across the South of England, was struggling with an inefficient and time-consuming credit control process. Their manual approach to debt collection was not only consuming valuable staff resources but also leading to inconsistent communication with debtors and landlords.
The traditional process involved staff manually checking payment statuses, drafting individual emails and text messages to debtors, and then manually updating landlords about debt status. This repetitive work was taking up over 100 hours of administrative time per month across their multiple branches.
With multiple branches to manage and a growing portfolio, Fraser and Co needed a solution that could automate their credit control workflow while maintaining the personal touch their clients expected.
Implementation:
Roboteer worked closely with Fraser and Co's operations team to understand their specific credit control challenges and develop a tailored automation solution. The implementation focused on three key areas:
Reapit Integration:
- Seamless connection with their existing Reapit property management system
- Automatic detection of overdue payments and outstanding debts
- Real-time data synchronization to ensure accuracy
Automated Communication:
- Automated email and text message system for debtors
- Personalized messaging based on debt amount and duration
- Escalation protocols for persistent non-payment
- Professional tone that maintains client relationships
Landlord Updates:
- Automatic status updates to landlords about debt collection progress
- Regular reporting on outstanding amounts and collection success rates
- Transparent communication about actions being taken
Results:
The implementation of Roboteer's credit control automation has transformed Fraser and Co's operations, delivering significant time savings and improved efficiency.
Time Savings: The automation has reduced manual credit control work from over 100 hours per month to less than 5 hours, freeing up staff to focus on more value-added activities like client relationship management and business development.
Improved Consistency: Automated communication ensures that all debtors receive timely, professional follow-ups regardless of which branch is handling their account. This consistency has led to improved collection rates and faster payment resolution.
Enhanced Client Service: With staff no longer bogged down in repetitive administrative tasks, Fraser and Co can provide better service to their landlords and tenants. The automated system also ensures landlords are kept informed about debt collection progress without requiring manual updates.
Scalability: The solution has been designed to handle Fraser and Co's growth, easily accommodating new branches and increased portfolio sizes without requiring additional administrative overhead.
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