+44 (0) 845 60 60454

Support

Improving regulatory compliance, risk and operational performance for debt and credit management firms

Elephants Don't Forget financially guarantees employee competence improvement. Using multi-award-winning, employee-centric Artificial Intelligence, we demonstrably reduce employee errors and risk, evidence best-in-class employee regulatory compliance, and drive measurable KPI improvements in collection efficiency, recovery speed, and client satisfaction.

Discover how it works

What our customers say…

PCA (UK): “The Clever Nelly partnership has been a tremendous success for us.”

Our work with Phillips & Cohen Associates (PCA) UK resulted in the business winning the Credit & Collections Technology Award 2024

PCA UK’s COO, Nick Cherry, explains how Clever Nelly improved frontline agent knowledge and confidence. Operating in the flow of work and taking less than one minute per day to improve in-role competence, Clever Nelly saves the business time and money by eliminating costly and ineffective refresher training.

What are you looking to achieve?

Improve Regulatory Compliance & Risk Improve Operational Efficiency & Performance Improve Quality & Client Satisfaction Improve Customer Outcomes & Experience

Improve Regulatory Compliance & Risk

Use employee competence as a leading indicator of risk and provide robust, on-demand, best-in-class evidence of individual employee compliance to senior management, boards and regulators.

Clever Nelly continually identifies and automatically repairs individual employee competence gaps in the flow of work, using less than one minute per day, reducing the risk of costly compliance errors.

By minimising high-risk compliance failures, we help to mitigate potential regulatory supervisory intervention, fines and reputational damage for your firm – saving you time and money while bolstering your organisation’s integrity.

Evidence best-in-class employee compliance

Improve and monitor individual employee competence as a leading indicator of compliance risk and evidence best-in-class employee compliance to senior management, boards and regulators using a new and unique source of real-time Management Information (MI).

What our customers say…

Reduce employee errors

Quickly identify and automatically repair individual employee competence gaps driving costly errors in your business. Improve process and policy adherence to mitigate employee mistakes – saving your firm time and money.

What our customers say…

Reduce high-risk failures

Reduce potential fines and losses, and protect your reputation by minimising high-risk compliance failures.

What our customers say…

Improve Operational Efficiency & Performance

Our customers use Clever Nelly to target and improve employee competence in areas that directly correlate to improvements in key KPIs, performance and operational efficiency.

Clever Nelly typically accelerates employee speed to competence in targeted areas by 30% through personalised, role-specific knowledge interventions – quickly boosting competence and confidence in role.

This supports improvements in critical KPIs for your firm including: Recovery Rate, Call Payment Conversion, Dispute Rates and collection costs.

Improve frontline speed-to-competence

Personalise your training by role and function. Clever Nelly typically improves speed to competence by 30%, resulting in employees becoming proficient in their roles faster.

What our customers say…

Improve KPIs and efficiency of collections

Improve frontline employee competence in key KPIs including: Recovery Rate, Call Payment Conversion Rate and Dispute Rate, helping you to reduce your overall cost per collection.

What our customers say…

Improve speed to recovery

Accelerate recovery speed by empowering employees with the competence and confidence required for proactive dispute resolution and deliver better customer outcomes and experiences.

What our customers say…

Improve Quality & Client Satisfaction

Clever Nelly targets and quickly repairs the core competency drivers of complaints, sub-optimal quality and poor CSAT: employee errors and failure to adhere to processes and documented policies.

By improving in-role competence in these targeted areas, frontline employees are better supported to have higher quality interactions with clients, improving customer satisfaction, operational efficiency, and driving faster resolutions to client enquires and disputes.

Firms typically achieve a 20% reduction in reportable complaints and a 9% improvement in First Contact Resolution – reinforcing your ‘first time right’ approach.

Reduce complaints

Clever Nelly targets the common root causes for complaints and typically delivers a 20% reduction in reportable complaints for firms.

What our customers say…

Improve quality scoring

Use your quality assurance findings to create personalised employee knowledge interventions to improve quality, customer interactions and client resolutions.

What our customers say…

Improve accuracy to enquiries

Clever Nelly improves employee competence and confidence to interact with clients, typically resulting in a 9% improvement in First Contact Resolution –reinforcing your ‘first time right’ strategy.

What our customers say…

Improve Customer Outcomes & Experience

Clever Nelly helps you to build a high-performing, customer-centric culture by embedding Consumer Duty principles across your teams, whilst empowering frontline and back-office staff to confidently understand and support customers in vulnerable circumstances.

We provide the measurable KPIs on employee competence firms require to demonstrate Consumer Duty and customer vulnerability training effectiveness to senior management, boards and regulators, improving governance.

Clever Nelly helps firms to significantly improve targeted operational Consumer Duty support metrics, including: First Contact Resolution, Average Handle Time, and customer satisfaction, ultimately reducing risk, foreseeable harm, and improving customer outcomes.

Deliver great customer outcomes

Clever Nelly embeds Consumer Duty service principles across all customer-facing and back-office teams to ensure that a customer-centric culture focused on delivering good customer outcomes is evident in your business model.

What our customers say…

Improve experience for vulnerable customers

Quickly and sustainably improve the competence and confidence of your frontline teams to proactively engage with vulnerable customers. Demonstrate vulnerability training effectiveness and improve governance by using employee competence as a measurable KPI and leading indicator of risk.

What our customers say…

Improve service metrics

Clever Nelly is trusted and proven to drive significant improvements in key customer support metrics, including: Average Handle Time, First Contact Resolution, Hold Time, After Call Work, Quality Assurance, Complaint Reduction, NPS and CSAT.

What our customers say…

About Elephants Don’t Forget

Elephants Don’t Forget is home to Clever Nelly – a multi-award-winning AI-powered continual assessment and improvement solution that financially guarantees to improve employee competence.

Clever Nelly is deployed by debt management and credit management firms to improve and evidence best-in-class regulatory compliance, reduce employee errors and risk, improve individual employee and business performance, and deliver measurable improvements in collection efficiency, targeted KPIs, recovery speed, and client satisfaction.

See how it works >

View all case studies

$1.5 million annual savings
from agent error reduction

Discover how Phillips & Cohen Associates reduced agent errors and high-risk failures.

View case study

Authentic approach
to FCA’s Consumer Duty

Discover how Clifton Asset Management embedded the FCA’s Consumer Duty.

View case study

62.5% reduction
in complaints

Discover how LV= are improving service levels and growing customer value.

View case study

Unlock the full potential of your people

Join 100s of leading brands that are already realising the power of optimising employee competence. Embrace a future built on independently evidenced, genuine employee competence and capability. Contact us today to learn how we can help you unlock your organisation’s full potential.

Get in touch to see Clever Nelly in action.

Improve your business performance with Elephants Don't Forget today.