Catering for mass customisation and adjusting for remote solutions

A lot has been written about big data and mass customisation. The goal of discovering unique insights so that large populations can be treated differently is noble — and essential. After all, wouldn’t we all like to be recognised as individuals, as unique human beings?

But the real challenge has evolved. It’s no longer just about finding unique insights or refining strategies. The question is: how does a business reorganise to empower 1 500 people, across multiple locations, to handle each account just a little bit differently — and just a little bit better?

Data-Driven Customer Insights

At Nimble, data-driven customer insights are used to segment customers and ensure that each conversation an agent has is tailored to provide the best experience and outcome. These insights don’t just improve customer satisfaction — they guide how every interaction unfolds.

Empowering Agents with Business Intelligence

Business intelligence further boosts agent performance by:

• Pinpointing individual weaknesses.
• Highlighting competency gaps, and
• Identifying employees who need assistance.

This empowers agents to have more meaningful conversations with customers. The mechanism that delivers these insights is Nimble’s Virtual Forms and Tags (FAT). Rendered directly inside the collection system, they display contextual information that helps agents make smarter, more empathetic decisions in real time.

Virtual Forms and Tags: Your Digital Coach

These Forms and Tags are completely dynamic — created and configured whenever needed. Think of them as virtual assistants or on-screen coaches, guiding agents step-by-step. They also act like virtual managers, offering customised instructions relevant to each debtor’s circumstances.

Beyond guidance, Forms can collect customer or account data for later analysis, generating new insights that continually improve the customer experience.

Tags, on the other hand, display bite-sized highlights — like virtual Post-it notes — for quick attention. Examples include:

• “DebiCheck mandate not authorised”
• “2 Days left to cure the account”

Agility and Training in a Pandemic Era

The dynamic, configurable nature of Forms and Tags has allowed Nimble to roll out new types of mass customisation and bulk training rapidly. During the COVID-19 pandemic, these tools became essential for communicating new mandates and operational guidance to both agents and debtors — especially when classroom training was impossible.

Written by Mari Gaertner, Chief Information Officer at Nimble Group