Business Context
The Debt Solution Accelerator is designed to accelerate the configuration of ShareDo Debt Recovery solutions by providing a package containing:
- Design Documents that can be used to define requirements with your stakeholders.
- Process Maps that can be used to facilitate process design workshops.
- ShareDo configuration samples including work types, workflows, personas, portals, reports and forms.
These are designed to expedite the delivery of Debt Recovery Solutions for scenarios such as:
- Consumer Debt Recovery—Recovery of outstanding amounts owed from one commercial entity to another. Consumer debts can stem from personal transactions like credit card bills, mortgage arrears, parking fines, or unpaid bills such as utilities. These debts can be regulated or unregulated.
- Recovery of Goods—If the outstanding balance arises from goods, then in addition to collections or litigation steps, depending upon retention of title, goods can be recovered either via a voluntary surrender or by order of the court.
- Insolvency—management of the process of issuing Bankruptcy Proceedings on a consumer if that is the client's preferred route or, in the case of businesses, the process of issuing Insolvency Proceedings on a business.
Given that the range of different debt recovery scenarios varies from high-volume, low-value cases for consumer debt, through to low-volume (potentially) high-value commercial debt recovery claims, the accelerator caters for different work management styles, including:
- Straight Through Processing – cases can be operated with little or no touch required from handlers.
- Matter Management – cases are managed in an expert-centric way with minimal prompts from ShareDo the handler.
Solution Context
The following diagram illustrates the overall solution context for the Debt Solution Accelerator.
| Element | Description |
|---|---|
| Client's Statement of Work and Contracts |
In ShareDo, matters (and indeed instructions) are performed under the control of a Statement of Work (SOW). The SOW will define for a given set of matters items such as:
The use of processing variables is particularly prevalent in the Debt Accelerator and enables the specification of items such as Collections Strategies and templates on a client-by-client basis. |
| Debt Invoice aka Outstanding Balances |
A debt matter will contain one or more invoices or outstanding balances. These outstanding balances can be of different types, which will in turn, vary the data capture required. Examples of different types include:
|
| Debt Payments | When a payment is received, it will be associated either with a payment plan or directly with one or more invoices. |
| Debt Matters |
When an instruction is converted, it becomes a matter. Debt Matters are the primary container for managing debt recovery cases throughout their life cycle. The matter container provides all the tools and processes to facilitate efficient case management while supporting compliance with regulatory and business protocols. |
| Enforcement | ShareDo has pre-defined configurations for most enforcement types, enabling them to be managed and tracked via workflows. |
| Income & Expenditure forms | Before a payment plan is put into place, Income & Expenditure forms can be sent and completed. |
| Instructions |
Instructions are the primary container for processing inbound instructions for debt services. Just like any other item of work in ShareDo, they can be specialised to meet specific processing requirements. Using instructions, you can model the different data and processing requirements for different debt types, such as consumer or business. |
| Integrations | ShareDo isn't an island and will typically plug into several internal or external services, such as document management systems, reporting tools, or third-party services, such as court or address services. |
| Organisational | Managing work requires people, users and teams. Within ShareDo, you model these together with their permissions and the rules by which they are allocated. |
| Payment Plan | One or more debt invoices may be consolidated into a payment plan. This will define and then track payments over a period of time. |
| Personas | When users view ShareDo, what they see is determined by their persona. Key personas for the Debt Accelerator are Case Handlers, Case Supervisors, Customers/Debtors, and B2B Clients. Different personas are shown on different screens or widgets within the ShareDo application. |
| Proceedings | ShareDo provides a specialist work type for litigation with dedicated accelerators for different jurisdictions. |
| Supply Chain Requests | Requests for third-party services, such as trace requests, are managed via supply chain requests. Just like any other ShareDo work item, these can be specialised for different types of searches/traces. |
| Workflows |
In ShareDo, workflows can be as automated or assistive as you like. They can guide or aim to replace case handlers as is appropriate for your work management style. The Debt Solution Accelerator makes extensive use of workflows as outlined in Solution Workflows. |
Matter Type Support
The solution accelerator is designed to support the following matter types:
| Element | Description |
|---|---|
| Recovery of Goods | Recovery of goods that have gone into arrears. |
| Recovery of Money |
Recovery of monies for businesses or consumers. Consumers' debts can include civil penalties, parking fines, rent or mortgage arrears, unpaid invoices, rent or utilities. These can be regulated or unregulated. |
| Insolvency | Manages the process of issuing Bankruptcy Proceedings on a consumer if that is the client's preferred route or, in the case of businesses, the process of issuing Insolvency Proceedings on a business if that is the client's preferred route. |
The structure above will be replicated for differing jurisdictions.
Related Accelerators
ShareDo's accelerators are dThis Accelerator provides support for Business and Consumer Debt Recovery along with Insolvency out of the box; this can be easily extended via ShareDo's low-code Work Type modelling tools to include other Debts,esigned to be componentised, with common accelerators being referenced by other accelerators. The Debt Solution accelerator should be implemented with reference to the following accelerators.
| Solution Accelerator | Description |
|---|---|
| Client Matter Inception | Describes the process for onboarding clients and instructions. The Debt Accelerator extends the base functionality for Matter Inception with debt-specific fields and workflows. |
| Proceedings – Part 7 – England & Wales | Describes the configuration and workflows associated with managing proceedings of these types as a claimant. |
| Proceedings – Civil – Scotland | Describes the configuration and workflows associated with managing proceedings of these types as a claimant. |
| Enforcements | Describes the configuration for managing different enforcement types, such as Attachment of Earnings or Control of Goods. |
Solution Highlights
The following table lists some of the highlights of the solution from the Debt Accelerator.
| Highlight | Description |
|---|---|
| Extensible support for all Debt Types | This Accelerator supports business and consumer debt recovery along with insolvency out of the box; this can be easily extended via ShareDo's low-code work type modelling tools to include other debts, such as Recovery of Goods or Civil Recoveries. |
| Manages all aspects of the Debt Recovery Lifecycle. |
The Accelerator can manage all aspects of the Debt Recovery lifecycle, from the initial upload of the debt instruction through to collections, pre-action, settlement, payment monitoring, litigation, and enforcement.
|
| Configurable for all work management styles | Vary your processing style for each debt type and processing team. For volume debt recovery, adopt a Straight-Through Processing style with a low or “no touch" approach. For complex debt, change this style seamlessly with workflows designed to assist your case handlers. |
| Bulk Upload Instructions |
Using ShareDo's Excel data load upload feature, extensible Excel upload can be pre-configured to enable the bulk upload of instructions.  |
| Search and Trace Provider Integration | Using ShareDo's integration framework, you can flexibly integrate with Search and Trace providers to ensure your Debt Collection data is as up-to-date as possible. |
| Debt Complexity Scoring and Allocation |
Utilising ShareDo's scorecards, Debt Matters can be assessed for complexity, and this complexity rating is used to allocate cases to specialist or technical processing teams.  |
| Personalise your service for different clients via Client Processing Variables |
ShareDo enables you to embed your client-specific SLA and Processing Variables within the Statements of Work under which your Debt Recovery cases will execute.  This enables you to quickly onboard new clients and update existing clients to work the way they want. |
| Intelligent Workflow Driven Collections Strategies |
The Debt Accelerator provides several example Debt Collection workflows that can be used as the basis of your Contact Strategies.  These can then be extended using the workflow designer. |
| Manage Payment Plans |
Define client-specific instalment types and leverage these on Payment Plans.  Once a payment plan is in place, the Accelerator provides a library of payment plan monitoring workflows to ensure that missed instalments are chased and escalated appropriately. |
Solution Workflows
The following table lists some of the pre-configured starter workflows available in the Debt Recovery accelerator. These can then be extended to meet your needs – see the following article to understand workflow automation in ShareDo.
| Workflow | Description |
|---|---|
| Instruction – Bulk Uploads | Workflow designed to automate the STP of case creation from the bulk upload of instructions via Excel or CSV. |
| Instruction – Duplicate Check | Automated duplicate checking of instructions. |
| Collections – Determine Contact Strategy | Workflow responsible for assigning the optimum contact strategy for a case based on client specific variables or other intelligence. |
| Collections – Contact Strategy | Workflow template for designing flexible client processing variable-driven collections strategies. |
| On Hold | Workflow to manage the On Hold process, including capturing specific data items and pausing Collections and LBA processes for the specified periods. |
| Process Payments | Workflow to manage the downstream handling of Payments received via calls, payment gateways and bulk uploads. Workflow calculates outstanding balances and moves the Matter to Close if appropriate, together with sending an acknowledgement to the Customer / Debtor. |
| Payment Plan – Activate Plan | Once a payment plan is active, the system should stop any automated collection processes. Since the collection processes check that the Matter is still in this phase, they will be stopped automatically upon a phase change of the Matter. |
| Payment Plan – Monitor Plan |
Once a Payment Plan is active, the system will begin to monitor it for missed payments. When a payment is missed, the system will start chasing strategies; these will change depending upon whether it is the first Payment missed or a subsequent one. Depending on SoW processing variables, the Case Handler may be prompted to review whether this file should be Litigated. |
| Pre-Action – LBA | Workflow responsible for the production and issuing of the BLA to the Customer/Debtor, together with the monitoring and escalation of the response. |
| Pre-Issue – Litigation Setup and Checklist | Review of the Matter pre-litigation, including seeking the appropriate authority and verifying data prior to submission via N1 or SDT. |
| Interest Calculation | Calculation of Interest according to client-specific processing variables. |
The ShareDo Knowledge Base contains a wealth of knowledge for users, configurators, and administrators. Find the knowledge base at https://help.sharedo.co.uk/