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Business Scenarios

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The following business scenario features sample tasks performed by a collection agent. Your company may follow a different workflow according to its business requirements.

A Siebel administrator at a bank sets up a collection campaign. He creates a new campaign in the Campaign Administration view and adds background information including a call guide and summary information. Administrators, using Siebel eFinance, can monitor accounts that are 30 days delinquent and create a list. The administrator imports the list of delinquent accounts into the campaign.

A bank collection agent is calling customers whose accounts are 60 days delinquent. Prior to making her first call, she accesses the Collection Summary view to learn more about the customer's financial accounts and payment history. Her first call is to a customer who is 60 days delinquent on a home equity loan. The collection agent views additional information by drilling down on the Account # hyperlink. She returns to the Campaigns screen, Call Start view tab.

Using an automatic dialer, the collection agent calls the customer. Once the call connects, the collection agent uses the call guide and summary information to explain the purposes of the call. The customer explains his situation to the collection agent. The collection agent clicks the Response button in the Call Start view. Clicking the Response button takes the collection agent to the Financial Accounts, Activities view tab where she can capture the customer's response. The customer mentions scheduling a payment and the collection agent navigates to the Payment Promises view to record the promise. In this view, she can select several promises options, including single, two part, or long term. She can also enter the promises amount and promises date. The collection call ends.

In this scenario, an administrator is responsible for administering Siebel eFinance and requires administrative responsibilities to:

• Set up a collection campaign
• Generate a list of delinquent accounts and import the list into a collection campaign

End users are collection agents. They enter information to:

• View summary information about delinquent accounts
• Execute collection campaigns by contacting customers having accounts that are past due and recording customer responses and payment promises
• Record skip trace, bankruptcy, and legal information related to delinquent accounts

For more information on creating and executing campaigns, see Siebel Marketing Guide and Siebel Call Center User Guide.

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