Extended Business Office (EBO)/Pre-Collection Programs

Several of our clients use California Service Bureau as an extension of their Business Office. For example, our hospital clients use CSB for “self-pay early-out programs”. While our cable and telecom clients have used us for pre-disconnect notifications. Our focus is to reduce the “Days Receivables” of our clients and hence maximize their cash flow. CSB works collaboratively with clients to design an optimal program that prevents customers from entering the delinquency cycle.

Sample services in this program include:

• Sending letters with payment slips under client’s name.
• Seamless business office transition. We offer incoming automated call distribution groups and integrated rollover from your internal business office to CSB call center.
• Contacting customers under client’s name and according to client's polices
• Communicate courteously with customers to resolve the unpaid balance, and arranging and administering payment plans, if necessary
• Handle all incoming calls through dedicated phone lines set up specifically for the client
• Make real-time adjustments into client's accounting systems to reflect the latest status of customer obligations

Benefits to our clients include:

• CSB's workflows have evolved based on considerable experience in offering EBO to multiple clients for several years. Our clients benefit from these comprehensive workflows that generate better and faster results and minimize client's customer complaints.
• Our technology allows us to directly interface with client's IT system. This minimizes the need for data entry, IT and accounting resources required from client.
• We provide dedicated phone lines and staff for each client's project, which primarily serve as an extension of your business office.
• Our superior mailing and telecommunication resources, economies of scale, and staff experience usually mean that we can contact your customers and obtain payments from them faster.
• In particular, our predictive dialer technology, ARM software, and workflows allow us to collect small balance receivables that clients often do not find economical to pursue internally.
• Our approach usually requires minimal to no presence at client site, minimizing the need for space at client location.
• Quality assurance and tracking: We continuously monitor quality throughout the EBO process. Our process is designed to capture various operational metrics that allows us to measure quality and success of our program. We also provide metrics that clients can use to compare our results with their own internal performance or with the performance of our peer vendors.

Clients are provided with system generated customized reports that describe all account activity and latest account status. These reports can either be provided to clients monthly (or more frequently, if requested by client) or clients can access these reports real-time through our client web access program.

Our unique approach consistently delivers superior results to our clients while ensuring high level of satisfaction among the clients’ customers.

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