is an intelligent collection system and there are significant differences between
traditional data-based systems and intelligent systems. To fully appreciate
this technology, you need a basic understanding of the concepts of expert systems.
If you have not done so already, please take a few minutes to review "The
Intelec Story" and "An Overview
of Intelec". Use the "Back" button on your browser or the
"Go back" link on each page to return to this page. Intelec was designed
to be used and supported by non-technical people - You can take advantage of
this powerful technology with only your collection knowledge and an understanding
of the features of the system!
The following demonstration
will take you through the major areas of the system. As you progress through
the demonstration, click on the links to display sample screens.
This presentation is best viewed on a high-resolution monitor, in full-screen
mode (use F11 from Internet Explorer), with your display set to a resolution
of 1024 by 768. We have obtained best results with Internet Explorer Version
5 or higher.
Intelec is a multi-company
system that allows you to set up different companies on the same data base.
Different companies could be used to manage different business operations, different
offices, or for separating an early-out operation from bad debt collections.
There is security
to restrict access to different companies, based on the user who is accessing
the system. Intelec is a menu-driven system - You define which menus a user
is allowed to access and what areas of the system they can work with. (E.g.
Client update, client inquiry etc.). To give you an example of a menu, the following
is the "Main Menu" for the system.
Understanding account information
This area will help you
to understand the type of information we store about a debtor and the individual
accounts for a debtor. Intelec allows you to "link" multiple accounts
for the same debtor and to view and work them as a "group". Linking
can be managed based on the client or type of account.
Let us first look for an
account. You would select Account
Inquiry to find an account.
Following is an account
detail screen, the main screen that will be presented when working an account.
We also have an optional
graphical user interface (GUI) for Intelec. This is an example of the account
detail screen with a "PC look".
Some important concepts :
- You will notice the debtor's
name highlighted in red. This is because there is something important about
this account you want the user to be aware of. There are user defined "Description
Codes" (DC on the right-hand side of the 5th line) that can be 'trained'
to warn the user of special conditions. In this case the user can press a
key to display
the descriptions of the special conditions.
- On the first line of
the account detail screen, you will see a field "Coll" which refers
to collectors. This is an important feature because Intelec supports the concept
of an "owner" and a "worker" for every account. At any
given time, the person who has to work the account may not be the owner -
it could be a support person such as a skip-tracer or client services representative.
Depending on what the support person (worker) does, Intelec will also allow
you to give credit to more than one person when a payment is received.
The percentage of credit that the other worker will receive is user-defined.
- Intelec allows you to
maintain a primary balance, interest, and up to 10 user-defined secondary
balances on every account. These balance types can be defined at the company
or the client level. Balance types, along with other debtor information, are
displayed on the second
detail screen. Secondary balances are user-defined and the manner in which
they affect the system are specified in the knowledge base. (E.g. Does a collector
get credit for payments? Is commission taken? Do payment transactions show
on a client remittance statement? etc.)
- In addition to displaying
information about a specific account, you can see that the debtor has a total
of three "linked accounts". The total linked balance is $ 5246.79
and one of the 3 accounts is paid in-full. You can display
a summary of the linked accounts in a new window, and then select and
view the details of individual accounts. There are options to summarize the
linked accounts by client, account type, worker etc.
- The most recent notes
are displayed on the account detail screen and more
notes can be displayed by using a function key. Notes can be displayed
in different colors to highlight special conditions or comments.
- The most recent payment
transactions on the account being presented are displayed. All the payment
transactions on an account can be displayed if required, along with details
such as commissions, collectors who received credit etc. The "Last payment"
field on the screen will consider all the linked accounts and summarize the
last transaction relating to the "debtor".
- There are many other
windows where information can be stored. These do not have to used, but are
available when needed. As an example there is an attorney
screen. If information is filled in, letters will be sent to the attorney.
- There is a screen for
- Depending on the type
of account you can display "Additional information". The system
will display different screens based on the type of account. E.g. If the account
is a medical account, an insurance
screen is displayed. If it is a utility account, service
information is displayed.
- If you are working a
medical account, Intelec will allow you to store and print a 1500
- Other examples of account-related
windows are the skip
tracing, bankruptcy, financial profile and legal
information screens. In a case where there is important information that
does not correspond to any specific fields or screens within Intelec, this
information can be placed on a "user-defined" window. Up to 99 such
windows can be set up and multiple windows can be associated with one account.
Some examples of the use of this feature would be to store an invoice detail
or an itemized statement for a debtor. The special windows can be designated
in a manner that will not allow users to add or update any information, or
as windows that can be changed by a user. Any information stored in a user-defined
window can be printed and some information can also be included in letters.
- Let us consider the ease-of-use
of the system. Consider the need to set up a payment arrangement. From the
account detail screen the user can display the setup screen for payment
arrangements. This was designed to be used without the need for paper
or a calculator! The system allows the user to analyze the impact of changing
the installment amount or number of installments, taking into consideration
all management guidelines that may be client and/or balance-related. In addition
to a simple payment arrangement with fixed installments at standard frequencies,
you can set up a nonlinear arrangement (variable amounts and dates) or enter
a series of postdated checks or direct checks (checks that will be printed
at your office).
This should give you a good
idea of the debtor and account information that is maintained within Intelec.
Let us move on to a different area of the system - its intelligence!
The knowledge base
The knowledge base is the
area that allows a user to set up the knowledge and rules that will be used
to make decisions and manage accounts or work plans. Collectors would not have
access to this area - It would only be accessed and maintained by management.
Here is a System Control Menu that allows you to set up some of the knowledge
and rules within Intelec.
- Consider the example
of a Payment Arrangement. A collector has set up an arrangement? What happens
next? The system will take over the management of the arrangement, based on
you set up for Payment Arrangements. You can define reminder letters,
late letters, grace periods, when a missed payment should be sent to a collector
or a "Smart Code" to be applied of a payment is missed. A maximum
number of installments and a minimum installment amount can be defined based
on the total balance qualifying for the arrangement. We will discuss Smart
Codes later on. Once an arrangement is set up, the account is not presented
to a collector until the debtor misses a payment or the arrangement is scheduled
for a review.
- Let us look at some other
areas of the knowledge base. Intelec uses "Close Codes" to recognize
an account that should not be worked for any reason. (E.g. Paid in-full, disputed,
write-off etc.) You can define a close code as being active (e.g. Unable to
locate) or inactive (e.g. Withdrawn by client). An inactive close is not included
in a debtor's linked balance and you would not usually accept a payment on
such an account. Inactive closes would also affect your recovery percentage
and be handled differently with regard to credit reporting. What happens when
a payment is received on an account that is closed because a debtor refused
to pay? Does the collector get credit for the payment? This along with other
rules can be set up on the Close
Codes System Control file.
- How are accounts distributed
to collectors? Intelec allows alphabetic or proportionate distribution. In
Distribution, the system will allow pools of collectors to be defined,
with separate groups for small and large balances. A client will be associated
with a specific collector pool. You can also set up balance ranges at the
individual collector level, giving you total flexibility in assigning a collector
based on the placement amount. Another exciting feature is the ability to
define "Case limits" for each collector, based on a dollar amount
or a number of debtors. This feature will allow you to distribute accounts
based on what a collector can manage - It will give accounts to those
who need them, based on the case limits defined and their productivity.
Work groups for collector assignment can be set up based on a client or a
type of account. (E.g. Self-pay and insurance accounts within the same client
code can be assigned to different groups of collectors.)
- Most companies use an
automated series of letters when an account is new. With Intelec, you can
start a series of letters at any time in the life of an account. We call the
series a "Contact
Series" because you can define letters and/or phone calls.
This allows you to set up different dialer campaigns for the accounts that
have phone numbers - the timing of the movement of accounts to the dialer
is completely automated and requires no manual intervention. At the
end of the Contact Series, an account can be closed or continue to be worked.
You can also have the system apply a Smart Code. Smart Codes will be discussed
- Intelec allows you to
set up rules for automatically linking
new accounts to existing accounts. Within the area of linking there are powerful
features that will allow you to manage how collector assignment is affected
by linking. As an example, in the case of a new small balance account that
has linked to an existing large balance, the new account could be taken away
from the assigned (small balance) collector, and given to the large balance
collector. On the other hand, a debtor may have several existing small balance
accounts when a new large balance is received. In this case, the system could
take all of existing small balance accounts and move them to the large balance
collector on the new account.
- Now let us look at "Smart
Codes". Smart Codes are actions, events or circumstances - anything that
can occur on an account. E.g. Telephoned residence - no answer, or debtor
is deceased or client called about the account. Here are some of the things
that Smart Codes can do.
- They can direct
a user with reference to what information needs to be supplied. As
an example, for a promise, the user can be forced to enter an amount and
a promise date. For a dispute, the user could be forced to enter notes,
while no notes would be allowed on a "No answer" - In this case,
the system would automatically update the account with the correct notation!
This feature ensures that the required information is always supplied,
and saves time by consistently adding standard comments for the actions
that do not need any special documentation.
- Smart Codes can
make simple or complex decisions based on a range of conditions or circumstances.
Within a Smart Code, the system will check an unlimited set of conditions
(selection criteria), and if the specified conditions are met, the corresponding
action is taken. The action that can be taken is almost unlimited in its
scope because Smart Codes can apply other Smart Codes! After some basic
training, the rules can be easily modified by any non-technical person,
and there is no necessity to train collectors to have to remember all
of the different things that need to be considered for each type of account!
Following is an example of a Smart Code used to close an account based
on some specific conditions that may exist.
- While key items are
included within the selection criteria, you can add more detailed
thinking to each of the conditions. This area contains additional
options to allow you to make decisions based on fields that are not included
in the standard selection criteria. In addition, you can also use "query-style"
logic to make decisions based on the other important fields in the database.
- Smart Codes can do
many other things. They can stop or start a Contact Series, add
or remove Description Codes or transfer an account to a different
company. In most systems, there is a great deal of manual work that accompanies
changes in circumstances surrounding an account. As an example, if a debtor
has written disputing an account, not only does the account have to be
notated, but any scheduled letters and dialer calls may need to be stopped.
What about the example of a debtor calling in and promising to pay an
account that has been closed for 2 years? The account should be dated
and reopened so it can be worked at a later date. With Intelec, all of
the things that need to be accomplished can be managed and realized by
a single action applied by only one person! It is fast, accurate,
effective and immediate.
- What makes Smart Codes
extremely powerful is the fact that they can be entered by a user when an
account is worked, or automatically applied by the system at different times.
E.g. When new accounts link or do not link to existing accounts, at the end
of a Contact Series, when a payment arrangement is broken etc. The term "scoring"
is often used with reference to external scores, but Intelec takes traditional
scoring to new levels. When a new account is received, the system could be
set up to automatically analyze the history of the debtor if the account linked
to an existing account. E.g. Has the debtor made payments in the past? How
many other accounts exist? How old is the oldest account? Do the other accounts
have the same address as the new placement? Have we ever contacted the debtor
or received a promise? What is the potential commission? etc. Based on the
results, the original strategy could be changed, with resources reallocated
based on the projected collectability. All this happens with no human ever
looking at the account! As discussed earlier, Smart Codes can be applied
by the system at the end of a Contact Series or when a Payment Arrangement
is broken. Now that you have an understanding of what a Smart Code can do,
you will be able to appreciate the superior levels of automation that are
offered by Intelec.
- To be classified an "intelligent"
a system must be able to make judgments and change the rules based on specific
conditions. (E.g. The type of client, type of account etc.) It is nearly impossible
to set up a specific Smart Code that will work under all circumstances. Intelec
allows you to set up variations of a Smart Code, so that completely different
things can happen when the same Smart Code is applied to different accounts!
The user does not have to be trained to do different things based on the type
of account, the client or other circumstances. The user is trained to always
do the same thing based on the situation or circumstances. The system
will make different decisions based on the rules set up within the
- Smart Codes can be used
to automatically work accounts over a period of time. The user is able
to set up a "Smart Code Series" to have Smart Codes applied at different
times in the future with decisions being made based on the circumstances that
will exist at those future times! Some examples of using this feature are,
ensuring that due diligence requirements are met, reviewing an account for
sufficient work effort and returning the account to the client on a specific
date. These processes can be completely automated through the use of a Smart
- Consider what would happen
if you had loaded 2000 new accounts, mailed the first letter and then been
notified by the client that they had placed some of those accounts in error.
What if the client wanted you to immediately send a letter of apology and
close all of those accounts that were less that 30 days old since the date
of service? You know how easy it is to set up a Smart Code to do this. But
how do you find the 2000 accounts and apply the Smart Code to each of them?
It is simple - You use the Multiple
Smart Code Assignment! This allows you to design a Smart Code and then
apply it to a large group of accounts by defining your selection criteria.
It is quick, easy and does not involve any programming!
- The decision-making and
actions specified within a Smart Code take place a few minutes after the Smart
Code is applied. There is no waiting for the nightly processing to take place.
- Consider another example
of intelligence. In the area of letters, Intelec is so smart that it could
send a Spanish letter to a Spanish-speaking debtor, even though a collector
requested the same letter code as for an English-speaking debtor! How is this
done. Obviously, you have to supply the system with the intelligence. Here
is an example of how we can "translate"
a letter that is requested for a specific client, into a different letter.
(The client may have requested this or may need a slightly different first
letter from the other clients.) A similar technique is used to "translate"
the letter into Spanish.
- There is an Additional
System Control menu from where more rules can be defined.
You should now have an understanding
of how Intelec can be programmed to think like a collection expert. This is
not accomplished because someone decided to add several rules to a system. The
intelligence in Intelec is a part of its design. It is integrated with
the account information, client information, account history, the skill-level
of the person working the accounts, the collectability of the account and potential
profitability among other things! In other words, the system can consider everything
that a human expert should consider, but rarely does, because of the volumes
involved and the great complexity of the task.
Something about collector queues
During Nightly Processing,
the system analyzes all open accounts, filtering out payment arrangements, future
promises etc. and creates work queues (or Processing Types) for each worker.
In Intelec, it is not only collectors who work accounts. Accounts can be routed
to managers, supervisors, skip-tracers, client service representatives etc.
for action. Following is the "Account Processing Menu", the area that
will be used by collectors and service representatives.
Some management options
- A collector would usually
select "Display Accounts to be Worked". Debtors are analyzed and
classified into one of 7 different "Processing Types". All accounts
for users who are not collectors (service representatives, insurance follow-up
or managers) would be placed in a Processing Type called "Non-collector
work". The user
is able to select the Processing Type, QCat (a sub-classification within
a processing type) and a Time Frame (Accounts can be moved around different
time frames, so that they will be called at different times in the day).
- The user can review a
summary of the accounts in their queues by displaying their "Work
Map”. This shows how the accounts have been classified within each Processing
Type and QCat.
- The user selects the
Processing Type, QCat and time frame, and the accounts are presented for follow-up
and appropriate action.
- In what order are accounts
presented within a Processing Type? There are many options
for sorting accounts. Consider the benefits of the "Breakpoint days"
feature. You could sort a group of accounts, based on when they were last
worked. You could first present the accounts which were not worked within
the last 15 days, in descending balance, followed by all the other accounts,
also sorted in descending balance. (In effect, you have two queues within
a single queue!) This would ensure that the larger balances were always worked
every 15 days.
- What happens if your
collectors have too much flexibility in deciding when they should be working
each Processing Type? You can even manage
their choices specifying when they can or can not work specific processing
types or QCat codes within their queues.
- What about scripting?
Intelec offers intelligent
scripting that will allow you to format powerful scripts with fixed text
and variable information from an account. Different scripts can be presented
based on the client, the user and different circumstances (e.g. before an
account is presented, when a promise is broken, if there is a bankruptcy etc.).
This feature is integrated with Intelec and does not require any other product
such as a dialer. At the simplest level, all a person has to be able to do
is read! And what if the debtor speaks a different language and a bilingual
collector works the account? It is simple - Select the translation
Let us show you a few management
Client Inquiry displays information about each client. There are many
screens that are used to define standard information about the client, information
pertaining to statements, reports, credit cards taken, how fees are computed
and statistical information including graphical representations.
Inquiry can be used to display statistical information and to monitor
- There are many Productivity
Reports that are available. Information can be analyzed from a high-level
- Many of the reports we
have for individual clients or groups of clients, can also be run for a company.
As an example, there is a Company
- Letters and notices are
user-defined. You create the contents of the letter using fixed text, and
"Merge Codes" for the information stored on the system. We can also
create interfaces for a printing service. There are advanced letter options
that help you to manage your correspondence and costs. As an example, if a
client placed 5 accounts on one day, the first letter could show the five
account numbers and balances on a single letter, with a total shown separately.
In the case of a linked letter that is sent for a debtor who has accounts
with different clients, the individual clients owed could be listed along
with the total owed to each client.
- Traditionally, recovery
percentages have been used to evaluate clients. Intelec allows you to define
costs for all of your standard operations. (E.g. Posting an account electronically,
entering an account manually, telephoned debtor and left message etc.) Costs
can be evaluated at the client level, providing more accurate information
on the true profitability of a client. Account can also be managed based on
the costs incurred compared to the potential commission.
We have found that many
companies have disproportionately more clerical personnel compared to the number
of collectors they have. Intelec was designed to to be used with a minimal number
of support personnel. Let us consider some of the clerical functions and features
- While accounts are
loaded electronically, many collection agencies will still receive accounts
that need to be entered manually. If you have a high percentage of linked
accounts, you may often find that a new account gets entered into the system
with a slightly different address compared to the existing account (e.g. 154
Tyvale Road versus 154 Tyvale Rd.). These accounts may not link due to the
"difference" in the address. This is usually a costly mistake. Intelec's
intelligence can recognize a potential match to an existing account and alert
the operator to the conditions, allowing them to use either the existing address
or the new on the new listing.
- Not all clients will
supply you with the same information for new accounts. As an example, some
may not provide a spouse's name, bank information or an interest balance.
Intelec will allow you to specify this information at the client level and
the data entry operator will be presented with customized screens for each
client! Input time is greatly reduced because the operator does not have
to skip over the fields that are not supplied.
- In an agency environment,
much time is spent communicating with your clients. In most cases there is
a significant amount of paperwork involved in this communication. As an example,
several debtors would, in the course of a day, say that they already paid
the client, are disputing a charge, they need an itemized statement or duplicate
bill. This information must often be sent to the client and usually involves
a great deal of manual work. With Intelec, the solution is simple - Design
different Smart Codes for each type of request. The users are then trained
to enter a specific Smart Code depending on the circumstances. At the end
of the day (or periodically), you would select an option that analyzes the
requests for each client and produces one letter for each client, sorted
by the type of request and listed with the information such as account number,
service date etc. Most collection software vendors will describe their systems
as "paperless", but lack a basic features such as this!
- Payment processing is
a critical part of your business. In Intelec Payment Processing allows you
to enter payments and adjustments (different payment codes are used for each
type of transaction), as well as capture information about the debtor. As
an example, you can verify an address or enter bank information from the payment
transaction screens. When linked accounts exist, the system will allow you
to distribute payments among the linked accounts in many different ways. These
methods include oldest
account first or proportionately
(based on the balance). You can even distribute a payment based on the commission
rates! Client priorities and special rules for secondary balances are also
supported. After payments are entered, an edit list is generated and batch
totals are verified. After the data is verified, the batch can be posted.
The system will support multiple users entering payment transactions at the
same time - batches are maintained by User ID.
- Even features like returned
mail have intelligence! On traditional systems, returned mail entry will usually
flag the account as a bad address. In Intelec, you can have the system apply
Smart Codes that will in turn make decisions on the account (E.g. Large balances
could be routed to a skip tracer or skip-tracing service, while small balances
could be closed by the system).
Intelec has extensive reporting
capabilities. You can review some of the key reports by going to the Periodic
- To give you an idea of
the flexibility of the base package, consider the option called the Placement
History. This is a report that analyzes information by placement period. Look
at the choices you have on the screen below. Remember, this is just one report!
In the base system you have all of these variations of this single report!
Within each option, there are further choices, because you can select a “Report
Type” which defines the specific columns and calculations within the report.
As an example, you may wish to compute recovery percentage for some clients
by reducing balance adjustments from the placement amounts. A bad check client
will require a report that computes recovery rates based on number of checks
collected as opposed to dollars liquidated.
Our on-line training modules
We wanted our educational
material to be accurate and up-to-date. This is not possible with paper-based
documentation. We are committed to maintaining system-based documentation for
all areas of the package. Consider the example of Collector
Training. This is documentation with actual
pictures of screens! Intelec also has field-level
help text within most of the system.
Would you like to review all
of the screens in this demonstration?
These are just some of the features of Intelec. The unique design and flexibility
of the system offer possibilities that can not be considered with traditional
systems. For more information, please contact Quantrax Corporation at 301.564.4477.
Or send us a message using the "Contact Us" section of our web site
© Copyright 2002 - Quantrax Corporation, Inc.