Industry: Debt recovery and data collection
Location: United Kingdom
Key Contacts:
- Jamie Davis – Co-Chief Operating Officer
- Paul Clark – Co-Chief Operating Officer
"eLogii has fundamentally transformed the way we operate. The productivity gains, enhanced visibility, and ability to scale confidently have been game-changing. The rollout was smooth, the support exceptional, and the results speak for themselves." – Paul Clark Co-Chief Operating Officer, Richburns
The Challenge
Richburns faced several operational challenges as they transitioned from a self-employed to a fully employed agent model. Co-Chief Operating Officers Jamie Davis and Paul Clark described their situation before implementing eLogii:
- Lack of Visibility: Managing employed staff introduced a need for real-time oversight. The team struggled with knowing where agents were, what they were doing, and ensuring their productivity. Health and safety considerations also became more critical.
- Manual Processes: Area managers relied on conversations and manual tools to track agents, leading to inefficiencies and inconsistencies.
- Suboptimal Productivity: Agents previously planned their own routes, which varied in effectiveness. Richburns needed optimized routing to maximize productivity and ensure value for money.
- Scaling Challenges: As the business grew, so did the need for structured scheduling and forecasting. Ad-hoc methods couldn’t keep pace with increasing demand.
"We struggled with having visibility into where agents were and what they were doing. It was difficult to ensure productivity and coverage using manual processes," explained Paul Clark.
The Solution
eLogii offered Richburns a comprehensive logistics optimization platform that addressed their pain points and enabled them to scale effectively.
- Enhanced Visibility and Control:
Richburns utilized eLogii’s live mapping feature to monitor agents in real-time. Managers could see exactly where agents were, what tasks were in progress, and respond proactively to any issues.
- “Live mapping is huge for us. Knowing where agents are at any moment and being able to manage changes in real-time has completely transformed our oversight”
- The ability to track individual agent utilization allowed Richburns to identify workload imbalances and optimize agent territories.
- Seamless Route Optimization:
eLogii replaced agent-planned routes with centrally optimized ones, ensuring the most efficient use of time and resources.
- “Before, agents used their own tools to plan routes. With eLogii, we’re seeing an improvement in productivity of over 20%. The optimized routes make a huge difference”
- Configurable to Richburns’ Needs:
eLogii’s highly configurable platform allowed Richburns to tailor routes for specific client requirements. Features like time profiles, time windows, and priority settings were invaluable.
- “The configurability of eLogii is unique. It’s not a one-size-fits-all system, which makes it perfect for our complex needs. We’ve only scratched the surface of its capabilities”
- Data-Driven Insights:
The platform provided detailed metrics, helping Richburns make data-driven decisions about agent performance, territory coverage, and workload distribution.
- “For the first time, we can pinpoint exactly how many jobs are viable in an agent’s patch and whether their territory needs adjusting. It’s more scientific now, and we can back decisions with hard data”
- Streamlined Implementation:
Richburns found the onboarding process smooth and collaborative, with eLogii’s team providing direct support and adapting the system to their needs.
- “It was probably one of the smoothest rollouts we’ve ever done. The support was exceptional—having access to developers and real problem-solvers made all the difference”
The Results
Since adopting eLogii, Richburns has transformed its operations:
- Improved Productivity:
- Field agents gained two additional hours of productive time weekly, increasing their time "on the door" from 37 to 39 hours.
- This resulted in approximately 20-22% more visits per agent, significantly boosting revenue and efficiency.
- Enhanced Visibility:
- eLogii’s live mapping feature allowed managers to track agents in real-time, improving oversight and responsiveness.
- The system provided precise utilization statistics, enabling data-driven decisions about agent coverage and workload.
- Optimized Routing:
- Richburns moved from agent-planned routes to centrally optimized routes, ensuring maximum efficiency.
- Configurable features like priority settings, schedules, and time windows allowed Richburns to tailor routes to specific client requirements.
- Informed Decision-Making:
- Data insights from eLogii enabled Richburns to restructure agent territories, maximizing productivity in high-demand areas.
- Managers could establish realistic performance benchmarks tailored to individual agent regions.
- Scalable Growth:
- With increased confidence in their employed agent model, Richburns expanded their team by 9 agents in October alone.
- A new bonus structure was introduced, rewarding high performers based on transparent, data-backed metrics.
- Operational Confidence:
- Richburns’ CFO gained assurance in the employed agent model, approving larger-scale hiring and expansion plans.