Guided by the visionary leadership of Chief Information Officer Andrew Latimer, InteLogix is redefining innovation in the customer experience (CX) space. As the business process management (BPM) provider continues to excel in transforming human-powered customer interactions through advanced technology, its commitment to a comprehensive customer-centric strategy is evident. Latimer’s strategy integrates crucial aspects of customer personalization, data security, and enhanced contact methods to drive an unparalleled customer experience.

Voice of the Customer Eco-System: A Personalized Approach

In an era where personalization is key, InteLogix has embraced a strategy that prioritizes tailored customer communications. Studies show that 72% of consumers engage only with messages personalized to their interests. In response, InteLogix has developed a robust digital ecosystem where personalization and customer preference lead the way.

With many companies seeking personalization in every customer interaction, InteLogix is excelling in its CX and Contact Center as a Service (CCaaS) offerings. We see them heightening the delivery of their people-centric approach with digital enablement where it counts and bringing superior outcomes to their clients. InteLogix stands out from its competition with its unique ability to apply this approach throughout all branches of service, including Accounts Receivable Management (ARM), where InteLogix emphasizes the rehabilitation of each customer versus a pure collections play. With 88% of low-balance borrowers preferring digital communications for payments, the move towards an all-digital solution becomes not only strategic but essential. The company has seen a 23% improvement in repayment rates through digital channels, underscoring the efficacy of this approach.

Andrew Latimer reflects, “Our focus on digital solutions isn’t just about keeping up with technological trends; it’s about reshaping how we interact with our customers to enhance their overall experience and satisfaction. Our tech team doesn’t work in a silo; they are at the forefront of customer needs and are thinking in the full lifecycle of the custom solutions they design and create for our clients.”

Enhancing Customer Contact Information

Latimer’s vision extends beyond digital interfaces to optimizing how InteLogix interacts with its clientele. By implementing advanced data management techniques, such as recovery scoring and contact ability assessments, InteLogix ensures that each customer interaction is both strategic and effective. This optimization is supported by continuous updates to email and phone contact details, ensuring the highest levels of accuracy and engagement, especially in the ARM space.

“Accurate and actionable data are at the heart of effective customer interactions,” Latimer explains. “Our goal is to use this information not just to reach our customers but to connect with them in a meaningful way.”

Data Security Eco-System: Safeguarding the Future

With a wealth of data comes great responsibility. Underpinning all of InteLogix’s digital endeavors is a robust data security framework. Latimer has overseen the development of a comprehensive data security ecosystem that includes bringing on Dan Carbonnell, an award-winning Chief Information Security Officer (CISO), cutting-edge security tools, and protocols to protect sensitive information.

Since joining InteLogix under Latimer’s direction, Carbonnell has spearheaded a revolutionary transformation in the InteLogix security infrastructure, propelling their organization to the leading position in the industry’s security landscape in a remarkably short span. Moreover, the ongoing security awareness training that he instituted ensures that all InteLogix employees are equipped to maintain the highest standards of data security.

Latimer boasts that Carbonnell’s visionary Security Management Program Roadmap “has been pivotal in proactively strengthening our security measures, ensuring resilience, fostering stronger relationships, and building unwavering trust across all operational facets.”

Carbonnell’s approach goes beyond routine technical upgrades; he has instilled a culture of security awareness and compliance throughout the organization. His initiatives prove out a commitment to security as a cornerstone of the InteLogix corporate ethos.

“We’re not just maintaining a security policy that checks the standard boxes. We’ve placed security at the heart of every process and developed a security-first culture through employee education, automations, and built-in security controls,” says Latimer.

Latimer’s 2024 Roadmap: Setting New Standards in BPM

With the foundational elements of customer engagement and security firmly established, Latimer’s plans for this year focus on leveraging these strengths to introduce next-level technological advancements.

Migrating to Azure Cloud

A significant milestone in Latimer’s 2024 roadmap is the complete migration of InteLogix’s data systems to Microsoft Azure Cloud. This strategic move will not only enhance data scalability and security but also integrate seamlessly with the company’s existing digital solutions, laying a solid foundation for future innovations. The migration is not just a shift in technology but a transformation in how InteLogix operates, promoting greater flexibility and agility in its service delivery.

Expanding Digital and AI Capabilities

Latimer is set to expand InteLogix’s capabilities in artificial intelligence (AI) and digital communication. By enhancing AI-driven analytics and automated workflows, the company aims to streamline operations and offer more personalized customer experiences. These initiatives will be rolled out in phases to ensure each step is optimized for impact. The goal is to transform every customer interaction into an opportunity for data-driven decision-making and personalized engagement.

Innovating Data Warehouse and Business Intelligence

The introduction of a new consolidated data warehouse in the Azure cloud marks a pivotal development in InteLogix’s strategy. Coupled with Azure Synapse Analytics, Incorta, and Power BI, this initiative will provide powerful insights that drive decision-making and improve service delivery across the board. This move will allow InteLogix to leverage large, secure datasets more effectively, making it possible to predict customer behaviors and tailor services in unprecedented ways.

Elevating AI Quality and Analytics

Latimer’s focus on quality assurance will see the implementation of sophisticated AI tools for speech and sentiment analysis. These technologies will enhance the monitoring of customer interactions, ensuring high standards of customer service, while also providing valuable feedback for continuous improvement in an agent-assist feature. This integrated approach to quality and analytics aims to set new benchmarks for customer satisfaction and operational efficiency within the BPM sector.

Secure Solutions That Are Human Delivered, Digitally Enabled

Andrew Latimer’s comprehensive approach at InteLogix, incorporating a robust personalization strategy, advanced data security measures, and innovative customer engagement tactics, positions the company as a front-runner in the BPM sector. By focusing on the needs and preferences of customers, and securing their data in an increasingly digital world, InteLogix is not just keeping pace with industry standards but setting them. The strategic initiatives planned for 2024 under Latimer’s leadership are set to further distinguish InteLogix as a model of innovation and customer-centricity in the digital age.

Mario Baddour, CEO and President of InteLogix, reflects on Latimer’s contributions: “Andrew’s vision for integrating advanced technology seamlessly with our core operations has been transformative. His strategic initiatives have positioned us to not only meet but exceed our client’s expectations in the digital arena.”

He continues, “In a marketplace overwhelmed by countless digital options, it’s crucial to be strategic and intentional in selecting the right tech stack to align with our strategy and our clients’ ecosystems. Andrew has mastered this art, and I am thrilled to witness his strategy unfolding before our eyes.”

InteLogix Leadership: Driving Innovation and Growth

Andrew Latimer is the CIO of InteLogix. He is dedicated to steering the company’s technological landscape toward innovative horizons. Latimer’s results-oriented approach and hands-on leadership style, combined with a strategic vision, perfectly align with InteLogix’s commitment to driving positive change and fostering growth.

With over a decade of progressive experience in IT leadership roles, Latimer has specialized in the BPO call center industry, focusing on enterprise systems, security architecture, and implementations. His expertise adds significant value to InteLogix’s technological pursuits.

Mario Baddour is the CEO and President of InteLogix, where he oversees the delivery of value to clients and promotes the company’s culture and vision globally. With a diverse background in leadership roles spanning account management, operations, sales, IT, strategy, and innovation, Baddour brings extensive experience to his role. Previously, he served as Global Chief Operations Officer for a global business process organization, leading large-scale deliveries for Fortune 500 companies across various industries.

Baddour is passionate about empowering team members to leverage fintech for democratizing the financial services industry and shaping a future-ready digital CX organization. He believes strongly in the power of diversity and is committed to leading with integrity, passion, and humility, prioritizing client needs and fostering inclusive engagement.

“Accurate and actionable data are at the heart of effective customer interactions. Our goal is to use this information not just to reach our customers but to connect with them in a meaningful way.”

– Andrew Latimer, CIO