The contract for SCB’s collections was put out to open tender, but after reading a Gartner special report on collections systems and a review with the Project Steering Committee, EXUS were added to the list for evaluation. “There are bigger names than EXUS,” says Dinn. “And there were people inside SCB who were insistent we use a bigger company. But to me, it doesn’t matter how big or small an organisation is. I’m aggressive in my implementation models, and I need businesses that can support that. I don’t need a big name, I need the capability.”
So Dinn flew to Athens to meet the EXUS team face to face. “I sat down with George [Konstantinidis, EXUS’ CEO] and was immediately impressed”, he says.
“Firstly, he and the team understood how valuable flexibility and self-sufficiency are to us. A lot of vendors maximise customisation, and make people dependent on them permanently. EXUS were the exact opposite. They were at pains to show exactly how much control we would have over the system and how easy it was to tailor to our exact needs.
“Secondly, they were confident they could handle the caseload, and deliver in quick time. I asked straight out, ‘What other work do you have on, and can you deliver on schedule?’”, Dinn says. “One of the great things about working with people like George is you get an honest answer. He guaranteed EXUS could deliver, and he was right.”
“When you’ve got very short timeframes, to replace a dying system within a year is unheard of. EXUS managed to implement a debt collections system that could handle our entire mortgage portfolio - the most complex in the business with 400,000 accounts and a value of 600,000 million baht - within seven months altogether. In fact, EXUS’ contribution was completed in a much shorter timeframe. It was great to work with a company that has the same level of momentum and enthusiasm that we do.”
“Being a CTO and running an institution that’s implementing a very aggressive digital transformation programme, the lack of issues that came up was one less headache for me to deal with. The quality of the EXUS team was excellent.”
“The software has made a big impact within a short space of time,” Dinn tells us. “The productivity of SCB’s collections team has improved by 10%. Not only that, because of the flexibility of the software, we’ve improved our time-to-deliver of new collections strategies from one month to one week.
“The first phase was so successful that we have subsequently put our auto portfolio to EXUS’ Financial Suite too - a value of 220,000 million baht across 1 million accounts.”
EFS now handles about 5.5m SCB bank accounts (both pre-delinquent and delinquent), interfacing with more than 5 other systems and enabling the work of more than 800 agents within and outside the bank.
Get in Touch