Enforcement technology solutions

Marston Holdings consistently leads the industry in the use of technology and is the first company with the in-house capability to introduce and develop so many award-winning IT solutions. We can deliver modern collection services quickly and easily to meet the ever-changing expectations and demands of clients. We are pioneering the use of AI-based mobile solutions and robotic process automation to increase efficiency and enhance our channels of customer engagement. These technologies also improve customer and client experiences by providing real-time tailored information in a secure and transparent environment. Our latest technology innovations include:

Columbus

Developed in-house, our proprietary case management system is ISO/IEC 27001 certificated and includes a complete suite of bespoke office, field, client and customer applications. It integrates fully with all key systems used by clients including Capita One (Academy), Northgate, SAP and Civica. This provides fully integrated access to the most up-to-date customer information.

Columbus applies the latest analytics technologies to internal and external data sources to gain meaningful insights into the ability of customers to pay, including potential vulnerabilities and need for support. It identifies workflows tailored to customers as well as client-specific requirements. Our Power BI tool integrates with Columbus and allows bespoke reports to be run in real-time. It provides transparent and dynamic insight into enforcement and enables the real-time analysis of data to optimise outcomes.

Optimise

This AI application provides real-time information at the door step. It allows enforcement agents equipped with mobile devices to be monitored and controlled in real-time. Using conversational AI, they can interact with computers using natural language to review case holdings and histories. It helps to locate matching enforceable cases ahead of visits to further improve productivity. Conversations and documents can also be translated between 64 different languages during enforcement visits.

Optimise enables actions and outcomes such as applying enforcement fees and taking payments to be recorded along with mandatory photographic evidence of clamping and removal processes. Agent performance can be monitored against KPIs in real-time and activities can be 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 ten seconds for audit and health and safety purposes.

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Body worn video

Developed in-house, our body worn video solution integrates with Optimise and enables every visit by an enforcement agent to be recorded. Each recording is tagged by case number and the ID number of the attending enforcement agent to enhance the search and retrieval process for complaints, monitoring or compliance.

HD video evidence can be downloaded in minutes and available for instant review using Huddle, our encrypted data-sharing platform. This provides clients with the confidence that the quality of service provision meets the highest professional standards at all times.

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