Details

Objective
The goal of this project was to create an enhanced debt renegotiation experience that would lead to better financial outcomes and optimize the overall process. To achieve success, it was crucial to understand the existing journey that had been in place for over 20 years, primarily conducted through the call center channel.

Immersion and Understanding Pain Points
Given that the renegotiation process solely relied on teleservice, we conducted an immersion with the professionals responsible for handling these negotiations. Our objective was to comprehend their daily challenges and identify the frictions encountered during successful negotiations.

Completeness and Response Time
During our call monitoring, we observed that the debt renegotiation process had a high success rate when carried out in its entirety. However, the main challenge was ensuring completeness. The longer the response time, the lower the chances of completing the negotiation. This occurred because the system used by billing agents was slow, overly complex, and plagued with several flaws that hindered effective negotiations, often not even allowing proper presentation of the offered terms.

Streamlining the System and Introducing a Separate Product
To address this issue, we recognized that the system utilized by billing agents was shared across multiple areas and roles, leading to unnecessary complexity for billing tasks. Given the significant returns generated by the debt renegotiation process, investing in a dedicated tool for this workflow was justified. We developed a simple and efficient standalone product that integrated the necessary data, presenting only the relevant options to each customer during each service. As validated through usability tests, this redesign allowed renegotiations to be completed in just a few clicks and seconds.

Self-Service and Advisor Role
Additionally, we decided to make the tool available as a self-service option, empowering customers to access and initiate negotiations if they desired. The role of the attendant transformed from an operator to a consultant, offering guidance during the process. We also explored the possibility of integrating the renegotiation journey with other financial journeys, including mobile accessibility.

Optimized Journey and Financial Results
Through the redesign of this journey, the previous issues of time-consuming and faulty service stemming from the system were resolved. The availability of self-service proved to be beneficial for both customers and attendants, as the latter transitioned into advisory roles for renegotiations. This optimization resulted in exponential growth in credit recovery and opened the door to additional financial initiatives with customers.

By revamping the debt renegotiation process, we achieved improved financial results and established a more efficient and user-friendly experience. The project demonstrated the power of streamlining systems, empowering customers through self-service options, and transforming attendants into valuable advisors.