Through a personal conversation, the EOS employee tries to work together with the defaulting payer to find a solution. ‘Our goal is always to restore the contractual relationship between RCI Banque and its clients to business as usual,’ emphasises Mr Schweda. The EOS employees are trained in negotiation skills and argumentation techniques. They approach their work with empathy, while also remaining focussed on their goal. ‘It often helps, for example, to point out that a recovery of the vehicle would lead to further costs and also that the next escalation level would be a cancellation of the contract,’ says Mr Schweda. The strategy works: as a rule, EOS collects the payments in arrears within 28 days and completes the order.
However, this intervention does not have the desired effect in all proceedings. Even in those cases, EOS Deutschland supports its customer. As the last resort, EOS recovers the vehicle from the defaulting payer through a voluntary repossession. ‘Our employees document the condition of the vehicle with photos at the time of recovery and create a written record, which is then signed by the customer,’ explains Mr Schweda. ‘Our client can view all activities on a daily basis via our online tool field@account.’ RCI Banque subsequently sells the car, for example, using its auction platform on the Internet. The sale price, however, does not always cover the outstanding amount. EOS can take charge of collecting the outstanding debt, at the customer’s request. ‘Our clients benefit from our years of experience and the professional handling of our ongoing collection activities,’ says Jürgen Borgartz, Managing Director of EOS Deutschland. The organisation is one of the leading providers of receivables management in Germany.