JBW’s eClient facility is the most feature-rich client portal in the industry. Actions such as advising changes of address, changes to customer balance, direct payments, placing cases on hold or requesting return can be done through the portal, and up to the minute case information, including agent allocations, telephone calls, visits, fees, payments and case notes are available 24/7.
eClient provides instant access to a suite of management reports 24/7, and users can even design and save their own ad-hoc queries without having to request a report from us.
Another unique function of eClient is the integrated Tasks and Alerts function, which allows your staff to request information or an action on a case online. Messages or tasks are also sent to you through the system in real time. These may include messages such as approval requests for removals, or notification of a new address. You are able to complete or respond to messages online ensuring the case is updated immediately on the system.
eCustomer is more than just an online payment facility. By registering on the site using a number of security checks, debtors may access a variety of account management tools.
Once logged into the system debtors may view information about all open and previously paid cases, pay all or part of their balance, request payment plans and arrangements, and set up recurring payments to ensure that these arrangements are not broken. Debtors can also upload further information or evidence concerning their cases and submit an enquiry regarding the status.
A full task management system built into AR-12 ensures that all enquiries submitted thorugh eCustomer are handled in a timely manner and in line with our industry leading customer service standards.
The eAdvice module has been designed for use by staff of the CAB or similar advice agencies and functions in a similar way to our eCustomer account management tool.
The portal provides an online facility for advisors who are assisting a debtor with their account, allowing then to view the account, propose payment plans, submit documentation or assist the debtor to make a payment via the online portal.
This level of integration with the advice sector is a first for the industry, and is having a positive impact on our working relationship with the advice sector and improving the facilities available for vulnerable debtors.