Next, we will mention the 3 trends highlighted by Gartner in October 2020 and relate them to the collections environment:

People-centric

As a result of the pandemic, it is evident that consumers are changing their behavior in terms of the way they work and interact with organizations and people. Therefore, it is of great importance that organizations adopt a people-centered approach in their business strategy, providing a pleasant experience through the iUCollect collection tool with a focus on omnichannel and realtime, from where they can obtain information on payment days, best time to contact and which is the most appropriate channel to maintain an efficient interaction with consumers.

Similarly, the care of consumer information and privacy must be prioritized, generating encryption and secure data processing in each of the interactions that take place through the consumer’s preferred channels.

Location Independence

The pandemic accelerated the migration from in-person office work environments to remote work from home or from the location of choice. In Latin America, 96% of organizations are working from home office. For this reason, organizations must ensure their collection operations with a software like iUCollect from the cloud that allows organizations to give continuity to the work of their employees and also provide digital alternatives for contact or self-management of their customers from anywhere and with high availability of use.

Resilient and secure delivery

The effects that the pandemic has generated has highlighted the importance of adopting strategies with adaptive capacity to respond to the various eventualities and problems that may arise. For this reason, entities, specifically in the area of collections, must centralize their operations in the cloud, in order to have a high availability of data in a secure manner, which can be accessed by their employees and customers at any time and place.

Multiple financial institutions in Latin America have placed their trust in Financial Systems Company in these times of pandemic, because there they find a strategic ally that provides a collection solution in the cloud supported under ISO/IEC 27001 security standards, in addition to the latest technology solutions integrated with AI and machine learning that optimize their operations safely, managing to increase the confidence of their customers, store and analyze big data in real time to define new strategies tailored to specific situations that arise in the volatility that exists in the world.