What specifically does digitalisation have to do with debt collection?
Mr Engberding: You could argue that digitalisation affects, in particular, three aspects of our work: how we operate with clients and consumers, which solutions we can offer and even how we work together at EOS. In Germany, we are currently developing new debt collection software, which meets the requirements of a digitised society.
Can you tell us a bit more about that? What will debt collection be like in the future?
Mr Engberding: In the future, we will work individually with consumers and the work will be predominantly data-driven. Our new core system will analyse existing data that we generate in contact with the debtor. We will learn from them and use the results to control the processes intelligently. This should enable us to reach the defaulting payer better at the right moment, with the right approach and through the appropriate channel.
Mr Hecking-Veltman: We are prepared to invest up to 100 million euros in digital transformation and technology. Here, it is important that we develop our system for data-driven work ourselves. This is because we don’t want to just satisfy legal requirements but also to maintain our self-imposed ethical values and ensure all EOS subsidiaries abide by our Code of Conduct.
What do your clients think about your plans for the future?
Mr Hecking-Veltman: We are fortunate that our clients trust us. As a keyword, the subject to mention is data protection, which is one of our most valuable assets. Our clients know that we are able to provide maximum security, but of course they also expect that we continuously improve our productivity and strive to achieve the best results for them. In addition, as we are developing our new core system completely in-house, we can adjust it to the specific needs of our clients.