Tablet-based application

Field agents access case information and update Columbus, our case management system using Optimise, our award-winning tablet-based application. Agents receive real-time messaging on case activity to ensure that they have the most up to date position on cases prior to making any visits. This might include a case being paid directly by the customer and therefore preventing unnecessary visit activity.

Agents can also able utilise conversational AI to obtain key summaries or detailed information on their cases. Productivity is maximised by agents being able to access matching cases to those already held for the same customer. Further AI translation capability enables agents to translate conversations and documents between 64 different languages during customer interactions as required.

Optimise enables actions and outcomes such as taking payments and leaving letters to be recorded along with mandatory photographic evidence of field agent processes and procedures such as clamping and removal of vehicles during enforcement.
Agent performance can be monitored against key performance indicators in real-time and activities audited to ensure quality and compliance. In addition, GPS data is tagged to each recorded action or outcome and tracks the precise position of every agent every 10 seconds for audit and health and safety purposes.

Body-worn video

Marston Holdings was the first debt recovery company to introduce body worn video enabling all visits by enforcement agents to be recorded. Developed in-house, Body Lens can transfer videos real-time for enhanced activity monitoring and recordings are tagged with the case number and ID number of the attending enforcement agent. This enhances the search and retrieval process for complaints, monitoring and compliance.

Large volumes of HD video evidence can be downloaded in minutes and available for instant review using Huddle, our encrypted data-sharing platform. Video data is transferred from the camera using Smart Shuttle, a software application developed by Marston Holdings, which efficiently and reliably uploads the files to this secure server. The data can be transferred using 3G, 4G, 5G and wi-fi with any connectivity disruptions handled automatically.

When a video has been successfully uploaded, the copy held within the mobile device is automatically deleted ensuring there can be no data breach or security issue. This provides clients with the confidence that the quality of service provision meets the highest professional standards at all times.

Key benefits:

• Camera actions controlled through mobile app
• Secure data transfer
• Capture still images from video for evidential purposes
• Web dashboard for easy video search and retrieval
• Lone worker location protection
• Compliance with regulatory requirements