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The CMI Group: Customer Service beyond Expectations

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Jim Lynch, The-CMI-Group, COOJim Lynch, COO
In an omnichannel world, progress is determined by how extensively communications take effect. Today, the traditional ‘picking up the phone’ is just one of several channels by which companies collaborate and interact with their customers. When it comes to the debt recovery challenges faced by companies today, the potential of omnichannel has been a large opportunity, observed by The CMI Group. “We are an intersection of optimizing the omnichannel through technology, dedicated people, and a customer experience aimed to set the clients head and shoulder over the competition,” says Jim Lynch, COO, The CMI Group. The company has invested heavily in state-of-the-art technologies and customer service professionals to create partnerships, solving customers’ issues, regardless of the channel they choose for contact. The full-service receivable management firm offers innovative first- and third-party accounts receivable management, data processing and back office solutions.

The CMI Group’s Contact Service Center offers customized, best-in-class, outsourced call center solutions to assist clients in improving customer loyalty and brand image, which in turn accelerates cash flow and revenue. Each customer interaction CMI makes is aligned with the quality and compliance standards, which not only resolves and effectively manages the receivable issues but also increases the lifetime customer value. The company focuses on being at the forefront, utilizing their expertise in custom-fit service to understand customers’ requirements and identify their behavior patterns for a more effective contact. Thus, CMI’s objective is to maximize both resource and savings for their customers through better understanding of cutting-edge technology and collaboration with their customers.

With their receivables management division, CMI operates in the cable and the telecom space, in situations where consumers could find themselves delinquent. This is pertinent in instances concerning a billed due date on payments, where CMI can facilitate specialized routines to schedule reminder calls, communicate through SMS, utilize telephony or any other platform to best meet the scope, and deliver the best fit for that project.

We are an intersection of optimizing the omnichannel through technology, dedicated people, and a customer experience aimed to set their clients head and shoulder over the competition

In other cases, certain outbound efforts are constrained by the Telephone Consumer Protection Act (TCPA), limiting the scope of communicating with larger audiences. CMI can mitigate those restrictions through their TCPA compliant dialing campaigns and innovative use of omnichannel solutions to gain optimum efficacy over multiple communication nodes.

In a bid to enhance the performance, cost, and quality of customer interactions, the company offers sophisticated quality and compliance programs while developing and executing debt recovery strategies. CMI leverages quality and speech analytics tools that help measure the tone of speech of the consumers. Another is a post-interaction survey, where the team can reach out and simply ask the customer as to what they thought of their last interaction. That survey can be delivered via multi-channel through e-mail, SMS, or as a prompt to answer a single simple question. While serving post-interaction survey to customers, CMI engages in a dialogue taking a consultative approach to figure out their needs.

In the case of one of CMI’s clients, the objective was to reduce their internal expenses, while still driving productivity and liquidations. To add to that, keeping up with all the regulatory and compliance requirements was yet another challenge. With their consultative approach, CMI understood what that liquidation curve looked like for a certain segment of the business. CMI found niche areas where they saw an opportunity for the client to address separate populations and businesses differently. The result was an upward liquidation curve, while simultaneously reducing expenses.

A 100 percent employee-owned company, CMI’s employees receive stock to the organization, which truly set them apart. Currently, CMI has invested in a marketing and sales effort to expand their revenue cycle management service offerings to the health care market.

The-CMI-Group News

CMI Inaugurates MiRIS: Europe’s Largest Industrial Energy Storage Pilot Plant

SERAING, Belgium - CMI Energy, part of CMI Group, will be inaugurating Europe's largest industrial energy storage facility on October 26, 2018. The MiRIS (Micro Réseau Intégré Seraing) energy storage pilot plant consists of energy storage and PV integrated with a microgrid. The purpose of the full-scale pilot project is to demonstrate advanced integration of intermittent renewable energy resources with battery-based energy storage to produce a fully dispatchable renewable energy resource. MiRIS is located at the CMI Group’s international headquarters, located in Seraing (Belgium).

Jean-Michel Gheeraerdts, President of CMI Energy, when announcing the MiRIS project said, “We now have ways to use green energy sources that eradicate their major flaw: intermittent production. Energy storage and management can be applied in a number of fields as an alternative to diesel generators for unconnected regions, as a way of deferring investment in parts of the network, as a means of optimizing existing photovoltaic or wind systems, and as an enabler of participation in the primary or secondary reserve markets.”

MiRIS consists of renewable and energy storage systems. The renewable part includes a 2 MWp, 1.75 GWh/yr., photovoltaic system with 6,500 roof top and carport panels. The 4.2MWh energy storage part consists of a lithium-ion battery system and two different flow battery systems. The technology showcase interconnects with the building’s electrical network and its DSO 15kV distribution service connection. The existing facility consumes approximately 1.3 GWh/yr.

MiRIS will facilitate investigation of the interoperability of renewables and different energy storage technologies for a variety of user energy profiles, particularly with respect to renewable energy time shifting and energy resale to the grid. MiRIS will also enable evaluation of microgrid “islanding” operation, potential grid ancillary service opportunities, and the influence of user demand response.

The CMI Group Accelerates Growth with Dallas Relocations

The CMI Group has relocated to new business locations in the Dallas area to accommodate rapid growth, increasing to nearly 90,000 square feet of operating space companywide.

The three new locations in Coppell, Dallas and Plano, Texas, leverage the areas diverse talent pool and feature open, collaborative office space with enhanced employee amenities and technology infrastructure allowing for a more effective work environment while accommodating continued growth, according to a news release from the ACA International member company.

“Our relocated offices in the Dallas area represent a milestone for CMI and is a celebration of value, service and partnership to our clients and employees-owners,” said Carrie Finney, president and chief financial officer. “Everyone benefits from the opportunities this expansion presents.”

The relocation initiative kicked off in September with the move of CMI’s operations center from Carrollton to Coppell, Texas. That followed with the move of CMI’s executive and administrative teams from Carrollton to Plano; the final phase of the move concluded with the relocation of CMI’s downtown Dallas operations center to a new location a short distance away from the existing site. CMI’s office in Rochester, Minn. will remain in its current location.

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