Professional Services and Practice Areas
Our services focus on the overall customer experience. The customer experience entails all processes surrounding the customer including; customer acquisition, customer care, billing, remittance processing, field service and collections.
These services are organized into the following practice areas:
- Credit Risk Management
- Customer Care
- CIS/Billing
- Business Process Outsourcing
Credit Risk Management
Semilla Advisors is a leading consultancy in the field of Credit Risk Management. Semilla consultants have helped our clients achieve significant operational improvements and bad debt reductions through:
- Optimizing the collections process
- Risk modeling and analytical analysis
- Behavioral and predictive scoring.
In fact, our approach to credit risk management is in place and managing the receivables of over 10 million customers, accounting for roughly $25 Billion in annual revenues.
Common Performance Measures for Credit and Collections Professionals
Pulling from our client engagements and previous presentations, we have taken the time to document common measures of performance for credit and collections professionals. On this page, you will find definitions of such measures as DSO, Collections Effectiveness and Average Days Delinquent. Future developments will include interactive calculators.
You can find this information here.
Customer Care
As recently as 10 years ago, companies could get away making customers endure long hold times, insensitive agents and customer confusing interactive services. There was little concern about customer turnover or complaints. Not so anymore. Customer service organizations are responsible for managing one of the most visible and most sensitive aspects of the customer experience.
Semilla Advisors has extensive experience in assessing and improving call center performance. Our staff has conducted operational assessments, designed and implemented process improvements and deployed new customer care technologies in large and small organizations alike. We have a proven track record of developing and managing innovative and actionable programs help our clients achieve the results they desire, all while managing the inescapable balance of service and cost.
Customer Information Systems / Billing
Perhaps one of the most critical of enterprise applications, the customer information and billing system (CIS) makes it possible for a company to operate. The CIS is responsible for generating invoices, tracking payments, aging receivables and maintaining customer information. In a sense, this system manages the overall relationship with the customer.
An effective customer information system performs these tasks efficiently allowing customer care agents to perform their job delivering exceptional customer service. An ineffective CIS makes it difficult to find information or complete tasks in the fewest number of steps. Plus, as the methods to access this information by both CSRs and customers multiplies, so too does the complexity of the systems and the implementation. In the end, tens of millions, and sometimes hundreds of millions of dollars can be wasted.
Our consultants have been on both ends of this spectrum from recommending and replacing aging systems to fixing newer systems that have been implemented poorly.
Business Process Outsourcing
More than ever before, companies are seeking financial and operational flexibility. Perhaps the best way to achieve both objectives is to outsource non-core business processes. Once the domain of technology, programming and data center management, business process outsourcing is taking a more prominent role in today's leading companies creating billion dollar businesses in the United States, India and elsewhere around the globe.
Semilla Advisors consultants can help you navigate these, sometimes treacherous waters ensuring that operational excellence is maintained or even improved. The key to this is focusing on developing and implementing a statement of work that clearly defines roles and responsibilities without being too restrictive.