Intrum Justitia

Challenge

Monitoring client satisfaction is at the core of Intrum Justitia’s business priorities. To achieve it, very early on the company deployed CRM proprietary tools, notably Sage KDP Vente Partner. However, the scope of its customer monitoring was constantly changing and these tools lacked the ability to adapt. Replacing the proprietary systems was an opportunity for the IT division in France (which was also in charge of Western Europe) to standardize IT systems while improving customer monitoring.

Solution

In September 2010, Intrum Justitia decided to consider a new solution and evaluated several. Already used in Spain and Portugal, SugarCRM was favored to meet the need to consolidate and standardize the group’s IT systems in the region. Besides the proximity of Synolia and the fact that Sugar was already used in other subsidiaries, Sugar quickly won over the Intrum Justitia teams, who were attracted by the simplicity and practicality of a web-based tool.

Results

• New solution allows for direct interaction with the customer
• Guarantee the quality of customer data and complete the data migration quickly and successfully.
• Implemented Microsoft technologies (Windows Server in particular) with SQL Server.

Intrum Justitia is Europe’s leading Credit Management Services (CMS) group and offers services designed to measurably improve clients’ cash flows and long-term profitability, including purchase of receivables. Founded in 1923, Intrum Justitia has some 3,300 employees in 20 countries. Consolidated revenues amounted to around SEK 4 billion in 2011. Intrum Justitia AB has been listed on NASDAQ OMX Stockholm since 2002.

Business Benefits

Already used in Spain, Portugal, and now in France, SugarCRM will soon be launched in Italy and Ireland and then progressively in all eight in Western Europe covered by Intrum Justitia.

For Intrum Justitia, the biggest technical issue was data recovery. But Synolia’s data conversion tools allowed the company to guarantee the quality of customer data and complete the data migration quickly and successfully. Similarly, in the context of standardizing processes at the group level, Intrum Justitia implemented Microsoft technologies (Windows Server in particular) with SQL Server.

After only two weeks, the thirty-some businesses that make up the French subsidiary of Intrum Justitia were trained and able to use the Sugar solution. Gains in productivity came quickly, as the new solution allows for direct interaction with the customer who is now situated at the core of the process. As a result, after providing its Irish subsidiary with Sugar, Intrum Justitia will begin to supply all the European subsidiaries of the Intrum Justitia Group.

“As for our return on investment, we consider it to be immediate, since the old system wasn’t meeting all our needs,” Duchemin concludes. “The standardization of information systems at the group level has also optimized the TCO.”

Integrations

• Provides the official French translation of the solution
• Manages the francophone community
• Offers a variety of value-added services (configuration, development, application maintenance, hosting, training, etc.)