Credit, Collections & Insolvency News
Estates management business service Phillips & Cohen Associates has reported a significant surge in its online consumer activity via its proprietary Estate-ServeSM platform during the COVID-19 pandemic.
The digital, self-service platform provides has provided assistance to consumers and communities during the pandemic. Over the past two months, the business has witnessed an incredible 60.3% increase in usage across its digital platforms and a staggering 320.7% increase in consumer-driven self-service payment volumes.
SVP Consumer Communication & Digital Strategy, Bob Bednar, said “Phillips & Cohen Associates has always invested heavily in digital and technological solutions to support consumers and we are pleased to report a 40.5% increase in consumer visits and a 60.3% increase in meaningful online activity from those visits. We continue to evolve and adapt our strategies to support consumers during this difficult time.”
Nick Cherry, Chief Operating Officer added “As a business, our focus is on providing consumers with the support and time they need to deal with the impact of the pandemic. A key element of that is maintaining service levels and making sure that we are available to support and communicate with individuals who have questions or want to resolve matters. The dramatic increase in digital activity shows that Estate managers are increasingly looking to use a channel choice which suits them, and we will continue to offer multiple, innovative options.”
Adam S. Cohen, Co-Chairman/CEO said “Our long history of implementing real-time speech analytics and extensive digital solutions mean that we can rapidly adjust strategies and focus on supporting consumers through both traditional and self-service channels. We remain committed to providing consumers and communities with any support possible through this unprecedented time.”
