We all know AI is used to improve efficiencies but when it’s used for everything, it can cause more bad than good. Baker Ing uses AI to gather the best, most recent data and our experts use it to better understand people and context, so we can develop relationships.
At Baker Ing, we always opt for a personal approach, one that understands circumstances, communicates in different languages, is culturally aware and chooses the right time and way to move a case forward.
Meet some of the people behind our approach
At Baker Ing, it’s our human approach that helps us resolve complex cases while maintaining strong relationships on all sides.
- Alessandra
One of our credit management specialists. With fluency in four European languages – and as a native speaker – she brings expertise, cultural nuance and trust to every conversation. - Melissa
Brings more than 15 years of cross-border credit management experience to us, as well as a deep understanding of cultural differences and the importance of clear, respectful communication. - Camilla
When payments stall, there’s always a reason – and Camilla specialises in finding it. With over a decade of international experience, she works across cultures and languages to identify root causes with open conversations to secure sustainable repayment solutions.
The same approach extends throughout our wider credit management team, with specialists selected according to the needs of each client and case.
Understanding the situation before collecting debt
The first step is always about understanding your unique needs. Our consultants are there to help you identify specific objectives, so we align our strategies with your goals. Whether you’ve reached out for a one-off debt recovery service or a comprehensive optimisation of your accounts receivable cycle, we focused on what you want to achieve.
Our approach isn’t purely service based, we form partnerships. We’re here to work alongside you, applying our expertise to guide you through every step of the process, from initial consultation to final resolution. With us, you gain a partner committed to achieving receivables excellence.
A senior credit manager alongside you throughout the process
We’re sharing our 12-step process with you because it’s important for you to see that we have a dedicated professional who owns and is with you throughout the entire process. For full transparency, this is what a partnership with Baker Ing looks like.
- Submission
Send your Excel sheets to us via a secure email. - Assessment
Our account managers will assess your debt book and assemble a roster of appropriate credit managers to tailor the person to the project. - Shortlist
We assemble a bespoke team to fit your precise requirements, and share their CVs with you, so you have full transparency from the very beginning. - Confirmation
After your go-ahead, the chosen credit manager will be assigned your case and they will upload the debts to our proprietary system. - First contact
The first contact is made by the credit manager who will do this within 24 hours of client confirmation. - Planning
Within 48 hours, the debtor will be assessed by the credit manager. They will research the company to ascertain risks of recovering payment which can be mitigated and any leverage points which can be used to speed up payments. - Verbal contact
The credit manager will then speak directly with the debtor before sending any written communication to establish a relationship. - Process journey
Your credit manager determines the collection process journey which will be based off their previous assessment of the debtor and the first-contact outcome. They will then log the best process in the system to ensure the best outcome is achieved. - Referral
If the case needs referring, then the credit manager will send it back to head office, again, maintaining transparency through the proprietary system. The case will then be picked up by our legal or restructuring team. - Client control
You can intervene and take control of the process at any time – whether it’s reporting or any other desired action. - Reports
We deliver weekly reports and logs of activity so you can stay up to date on what’s happening. - Direct contact
You will have a direct 1:1 with our team throughout the entirety of your case.
Resolutions without losing the relationship
Our successful resolutions are down to our people-first approach, combining multilingual and cultural expertise with direct and personal communication to understand, first and foremost, what’s holding a payment up and what’s the best way forward.
Verbal contact before written communication always puts the best foot forward when it comes to relationships because there are different circumstances behind each case which helps us to determine the most appropriate collection journey.
With our experienced credit managers being involved throughout, there’s continuity, so you can recover what you’re owed and maintain all-important relationships at the same time.
Why people-first is more important than AI
- Multilingual and cultural expertise
- Understanding what’s holding up payments
- Verbal contact before written communication
- Credit manager is always directly involved