Customer Success Story

Optimizing Tolling Operations Through Consultative Delinquency Management

This case study revolves around TSI’s collaboration with one of North America’s largest transportation networks, a partnership dating back to 2005. The client faced challenges in tolling operations, including a high percentage of accounts lacking phone numbers and a low average balance. TSI was tasked as a recovery partner, providing professional ARM services and an expert workforce to manage large volumes of accounts efficiently.

The Challenge

  • Recovery Rate Enhancement: The client faced the challenge of improving recovery rates for their 30-day old business while streamlining their internal accounts receivable efforts to work on a broader spectrum of accounts.
  • Efficiency and Time Management: The client needed assistance in freeing up internal staff time by effectively managing reminders and follow-ups for commercial customers with past-due invoices.

The Solution

  • Customized Solution Development: TSI customized a first-party solution that allowed the client to increase recovery rates for outstanding invoices within the 30-60 day range, effectively relieving the burden on internal resources.
  • Progressive Expansion of Services: Initially began by assisting with 30-day old business, and upon proven results, expanded the program to cover 30-60 day past-due business. Subsequently, extended the service to work on all of the client’s 0-60 day business, illustrating adaptability and evolving partnership.
  • Transparent Partnership and Reporting: Fostered a true partnership by maintaining a close relationship with the client, ensuring daily reporting of results and feedback. Transworld’s flexibility and consistent positive results reinforced the partnership’s growth and reliability.

The Results

The first-party solution delivered significant results for the client, showcasing the effectiveness of this collaborative approach:

  • Substantial Payments Resolved: Approximately $16 million worth of payments were resolved in the 0-60 day category each month, significantly reducing outstanding receivables.
  • Improved Recovery Rate: The recovery rate saw a notable improvement, rising from 77% to an impressive 82%, illustrating the success of the tailored first-party approach.
  • Exceeded Client Expectations:  Transworld Systems surpassed the client’s right party contact requirements and achieved approximately 80% resolution on all accounts sent by the client monthly.


By leveraging Transworld Systems for first-party work, the client effectively reduced the number of receivables requiring collection efforts, streamlined internal operations, and achieved significant improvements in recovery rates, showcasing the efficacy of this collaborative approach.

Customer Experience/Care Management

Inbound & Outbound Voice

CX  & Care Programs

Back-Office Functions

Performance Analytics

Flexible Global Staffing

Business Process Outsourcing

Data Input

Document Processing

Verfication & Validation

Exception Processing

QA Monitoring & Reporting

Business Analytics & Modeling

First Party ARM

1st Party Collections

Pre-Charge Off Program Support

Inbound & Outbound

Early Stage / Care Based

Brand Protection

IT Adaptability / Flexibility

third Party Debt Collection

Post Charge-Off

Primary & Secondary

Late-Stage Recovery

Innovative Technology & Approach

Propensity to Pay Analytics

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