This full-service collection agency works in all fifty states, providing accounts receivable management for creditors across industries, government agencies and higher education. After more than 30 years in business, it was still waiting for someone to deliver on a long-made promise: reduce QA headcount and streamline slow manual processes.

• 4X return on investment
• $20K savings per month
• 25% reduction in QA headcount

The challenge

Fifteen years earlier, the agency began looking for technology to keep it at the forefront of the industry. Those products cost a great deal of time and money and never delivered what they claimed. "All our previous software promised we would be able to get rid of QA," said the agency's CIO. It never happened, leaving the team with a manual QA workload and a larger team than it wanted.

The solution

After so many disappointments, the agency found proInsight, which automates the manual QA workflows that had held it back and covers 100% of calls. Prodigal's AI, trained specifically on more than 400 million consumer finance conversations, was a strong fit. Instead of software trying to be everything to everybody, the agency found a partner focused on its own vertical.

The results

"Prodigal was the first time we were actually able to eliminate 4 QA reps," said the CIO. "That alone is paying for Prodigal's monthly bill and then some." Prodigal built custom scorecards for each of the agency's clients, and proInsight scores calls against them automatically, easing pressure on the QA team. The agency also gained accurate metrics and reporting built for consumer finance, with no expensive customization.

“Prodigal understands our industry. The other software companies are selling to everybody. But Prodigal got my business, they knew what I was talking about, they understood what I wanted to do.”
Chief Information Officer

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