STA BBD

T: 0844 324 0660W: www.stainternational.com

Business Briefing: Cash CollectionContents

� STA International

Contents

Executive Summary 1

BackgroundAbout STA International: 2Services & Ethos: 2Industry Sector Successes: 3

Debt Collection ServicesManaging Your Cash Collection: 4Our Cash Collection Strategy: 4Legal Debt Recovery: 6Communication & Transparency: 7

Tracing ServicesManaging Your Tracing: 11UK Tracing: 11International Tracing: 12Communication & Transparency: 12

Receivables Management (Outsourcing) ServicesManaging Your Accounts Receivable: 14Communication & Transparency: 15

Security & Peace-of-MindBond Certificate: 17ISO 9001 Certificate: 18

Our Mission StatementOur goal is to be the best availablesupplier of cash management solutionsby bringing to market innovativedetection, protection and collectionservices that optimise our customers’working capital, and build shareholdervalue in the process

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Business Briefing: Cash CollectionExecutive Summary


ExecutiveSummary

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The STA Group offers global cash collectionservices – debt recovery, tracing andreceivables management – from its ownoffices in Europe, USA, South America andChina, plus alliance partners throughout theworld. The Group celebrates 56 years ofservice in 2012.

STA International is an award-winningcollections agency and a member ofprofessional associations such as the CreditServices Association, the European CollectorsAssociation and the Better Payment PracticeGroup. These memberships pay testimony tothe value we place on our own reputation forefficiency, integrity, financial probity, andethical practice.

Our ISO 9001 quality accreditation is evidenceof our duty-of-care to our operationalstandards. A quality that has seen ourcollection services endorsed and approved bythe Federation of Small Businesses (FSB) andthe Institute of Credit Management (ICM). And,in these extraordinary financial times, we’veposted a surety bond of $1,000,000, for theprotection of the creditors we serve.

Use of our power-dialler is confined to ourconsumer collections, and we do not haveoff-shore call-centres. Instead, we have skilledtelephone collectors who negotiate paymentwith your customers. Our foreign nationalcollectors, based in the UK, have the languageand cultural skills to negotiate payment withoverseas debtors from a position of strength.

A suite of proprietary software packagessupport our cash collection efforts and provideour clients with 24/7 access to secure web-based performance reporting.

➫ Pre-legal debt recovery commission ison a contingent basis, essentially nocollection means no commission ischarged, with rates varying accordingto the age and size of the account, andthe location of the debtor

➫ Legal debt recovery costs are based onthe prevailing Lord Chancellor’smandated rates, with most of theserecoverable in successful cases

➫ Tracing is based in-house providing arange of 'no trace-no fee' serviceslocating new address details toexpedite collection efforts

➫ Receivables management sees us actas your outsourced credit departmenthandling your UK and Internationalcustomers in your name. Our service isconfidential and transparent, and willsave you time and money whilst alsoimproving efficiency


Business Briefing: Cash CollectionBackground

About STA International:The STA Group has wholly-owned offices inNew York, Chicago, Los Angeles, Atlanta,Mexico City and Beijing. Our UK HQ is inMaidstone, and we have sales offices inManchester, Leeds and Liverpool.

➫ History: The STA Group originated asStanley Tulchin Associates in New Yorkin 1955. The Chicago office opened in1969, followed by Los Angeles in 1970and Atlanta in 1992. Our UK businessstarted in 1994, followed by Mexico Cityin 1998 and, most recently, Beijing in2010. In the UK, the company traded asSTA Graydon from late 2000 until early2012 when it purchased the Graydonshares and reverted back to the STAInternational trading style

➫ International: STA International is thesole UK member of the EuropeanCollectors Association, an internationalconfederation of commercial collectionagencies. This exclusive membershipaffords STA clients access to anunparalleled international network ofcash collection experts

➫ Memberships: STA International is amember of the UK Credit ServicesAssociation, the professional bodyensuring ethical practice in thecollection industry, and is alsoregistered under Data ProtectionRegistration Number: Z7268646 andthe Office of Fair Trading LicenceNumber: 379241

➫ Accreditation: In 2009, STAInternational gained ISO 9001 qualityaccreditation with all of our servicesoperated and controlled to its strictguidelines of integrity and consistency

➫ Endorsements: Our collection servicesare endorsed and approved by leadingorganisations for use by theirmembers: the Institute of CreditManagement (ICM); the Federation ofSmall Businesses (FSB); Chartis TradeCredit and Credit Indemnity FinancialServices (CIFS)

Services & Ethos:STA International is a global, full-service creditmanagement company. Our principal businessis debt recovery, but we are also a worldwidesupplier of receivables management solutions,and tracing services.

What distinguishes STA International is ourphilosophy of professionalism in cashcollection. Our fundamental approach is toobtain full recovery, doing it in a way whichpreserves customer goodwill, and which triesto educate customers to pay more promptly inthe future. Anything less than that is not a totalsolution to the issue of credit management.

In choosing a full-service credit managementpartner like STA International, the skills andexpertise of all our personnel are placed at thedisposal of our clients at every stage of thecollection process. And, with over 50 years’experience of cash collection, our clients knowtheir money is safe in our hands. Whether fordebt recovery or receivables management, ourpriorities when working with clients will focuson the following areas:

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Background


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Background

➫ Training, to ensure that personnel hascomprehensive knowledge of ourcollection methods; our philosophy ofprofessionalism in cash collection; oursystems and an understanding of ourclients’ receivables

➫ Volume management, to deployappropriate numbers of personnel inthe right locations to provide thehighest quality and most effectivecollection service possible

➫ Legal compliance, to make sure allcommunications with debtors is instrict adherence to all local laws

➫ Improving recovery rates, throughcontinuously analysing and optimisingwork practices to provide the highestrate of return from our collections

➫ Decreasing time for recovery, focusingon structuring workflow events andcommunications with debtors topromote the fastest recovery time

➫ Obtaining cost efficiencies, workingwith clients to identify ways to reducethe overall cost of collecting aged debt

➫ Increase process efficiencies, throughfostering open communications withinthe collection team, and with the client,to create a solution-orientedenvironment where ideas to enhanceefficiency can emerge

Industry Sector SuccessesThe league table below examines ourcollections success for our B2B clients bysector. Thus, our top collections success wasfor our clients in Digital Agencies. The dataincludes all countries, UK & Overseas, 103sectors, and covers the period July 2010 –June 2011.

Client TestimonialSTA International recently collected a large commercial debt of £81,500 for us, and, in addition,they recovered £6,875 in Late Payment Interest & Compensation. The combination of the debtand the charges effectively meant their collection was free-of-charge, with us receiving £81,747from them after their collection charges. In these difficult economic times, the cost of collectionis vital to every business or HEI and, if other credit professionals are looking for fast and cost-effective debt collection, I would certainly recommend the services of STA InternationalGreg Wray FICM, Income Manager - City University

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1. Digital Agencies

2. Storage Solutions

3. Learning & Development Centres

4. Aerospace

5. Household - Cookware, Glass & China

6. Accountants

7. Stationery

8. Metal Industries

9. Plumbing & Heating

10. Rubber & Plastics Manufacturing

Business Briefing: Cash CollectionDebt Collection Services

Managing Your Cash Collection:Five teams of specialists are responsible forour commercial, consumer and legal debtcollection, plus our in-house tracing, and ourinternational receivables managementfacilities. The teams operate Monday to Friday9 a.m. through 9 p.m.

A very successful complement to our UK andEuropean telephone negotiation programme isour in-house evening collections team whonegotiate with firms, sole proprietors,partnerships, students and consumers.

When an overseas debtor fails to pay usdirectly, we may recommend use of our localoffice or affiliate in the relevant foreignmarket. When we do so, these agents will beEuropean Collection Agency (ECA) orCommercial Collection Agency Association(CCAA) members, our affiliates, or our ownoffices as shown in ‘About STA International’.

When any UK debt is referred for legal action,it is handled by our associate solicitorspractice – see ‘Legal Debt Recovery’.

For overseas legal action, we utilise ourpartner law firms in the European CollectorsAssociation, the attorneys in the CommercialLaw League of America - see ‘About STAInternational’ - or our long-standing partnerfirms elsewhere in the world.

Our Cash Collection Strategy:In addition to our specialist UK collectors, wehave an International Cash Collection Teamemploying native foreign language speakers,and it is these collectors that combine to formthe cornerstone of our collections success.

STA International’s collection efforts includeletters, telephone calls, interactive voice andtext messaging, faxes and e-mails plus, whereappropriate, personal visits.

The table alongside shows the Top 10international countries (of 112 in total) that wecollected from in the period July 2010 throughJune 2011.

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DebtCollectionServices

Client TestimonialWe use STA International to collect from our UK based debtors where we can vouch for theirspeed and thoroughness. Their telephone negotiation is friendly but firm and payment promisesare followed up promptly. It is important to us to have a professional collection agencysupporting our own professional service, and we are happy to recommend STA Internationalto othersGieves & Hawkes Ltd - Savile Row Tailors

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Top 10 international countries by collected value

1. France

2. Italy

3. Ireland

4. Spain

5. United States

6. Netherlands

7. Russia

8. Czech Republic

9. Germany

10. Croatia


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Client TestimonialReed Business Information utilise the services of STA International to assist in the collection ofaged overseas debt. STA has proved a valuable asset to the RBI overseas collection strategy byachieving excellent debt recovery results on all referrals. The staff at RBI and STA hasestablished excellent working relationships ensuring the flow of information essential to timelycollection is maintained throughout the referral period. We thank STA for their sustainedperformance in helping us achieve our business goalsMartin Packham, Credit Services Manager - Reed Business Information

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Our collection methods are in compliance withthe Credit Service Association’s Code ofPractice, and with all overseas local laws, asapplicable. Our collectors are all familiar withthe principle that companies owe money, butpeople pay bills. In line with this, our collectorsemploy a personal and direct approach that isassertive, whilst preserving relationships.

Our philosophy challenges the perception ofeffective credit management being somehowin conflict with good customer care. We believethat professionalism in cash collection isindicative of professionalism in an organisationas a whole.

All collectors are salaried employees of thecompany, and undergo a continuous trainingprogramme to ensure that standards aremaintained and that quality of service deliveryis continually enhanced. Our collectors andsupervisors are experienced in the collectionof a diverse range of debts within both thepublic and private sectors.

Our collector training includes:

➫ Balancing customer care with collectionaims and objectives

➫ Telephone skills

➫ Assertiveness

➫ Overcoming objections and differentexcuses for late payment

➫ Questioning and collection techniques

➫ Negotiating skills

Refresher training sessions, based onscenarios encountered in day-to-daycollections give staff a chance to discusscurrent concerns or issues they may have. Wealso organise “difficult account workshops” inwhich staff can exchange ideas and collectionstrategies, and hold training sessions onspecific topics, such as legal debt recovery,insolvency regulations and administrations.

Features & Benefits:

➫ All collection processes are audited andapproved as ISO 9001 compliant

➫ Credit Services Association Code ofPractice compliant

➫ Office of Fair Trading compliant

➫ Late Payment Act interest andcompensation is added to all of ourcommercial debts

➫ Charges based on the principle of nocollection = no commission

➫ Foreign national collectors to negotiatewith your international debtors

➫ European Collectors Associationexclusive UK member

➫ Collected funds protected via our $1MSurety Bond

➫ Cleared funds are remitted to you everytwo weeks by BACS


Legal Debt Recovery:When we are unable to recover your debtamicably, it may be appropriate to take legalaction where our partner solicitors firmHadfield & Co will provide a seamless service.First, the debt remains on Your Debts Onlineensuring that you have all the same access toinformation, updates and reports as you dowith the amicable (pre-legal) debts.

Court applications, documentation and claimsissuing procedures will be the normal courseof action. We’ll also, where appropriate, seekto recover any interest charges for you – so it’spossible you’ll recover more than the originaldebt value!

With a claim form submitted, your debtor thenhas 14 days in which to admit the debt andoffer full payment/ instalments, file a partadmission or contest the debt as a whole. Yourdebtor may choose to ignore it completely andthen you can elect whether, or not, to proceedto Judgment.

Once we enter Judgment, your debtor has 28days to pay the debt in full. Failure to do so willresult in a County Court Judgment (CCJ) beingregistered against them and this will stay withyour debtor for six years and could negativelyimpact their ability to seek credit, mortgagesand loans. For this reason alone, the threat ofa CCJ can prompt payment. Any costs we incurentering Judgment will be recoverable fromyour debtor.

When your debtor fails to pay on theJudgment, we can commence enforcementaction for you. This can involve (e.g.) the use ofBailiffs and High Court Enforcement Officers,Charging Orders, Attachment of Earnings andThird Party Debt Orders. In the event that courtaction is defended by your debtor, our partnerHadfield & Co solicitors will represent you atpreferential rates.

In certain instances, it may be appropriate torecover your debts under the Insolvency Act1986 and they can prepare and serve StatutoryDemands on your behalf. This can then befollowed up with either a Bankruptcy orWinding-Up petition.

In addition, they can prepare Fixed Feedefended actions for under £5K debts, andFixed Fee mediation, a form of alternativedispute resolution.

Features & Benefits:

➫ Asset investigations

➫ Judgment processing

➫ Bailiff and High Court Enforcement

➫ Third party debt orders

➫ Charging orders

➫ Attachment of earnings

➫ Winding-up orders of limited companies

➫ Bankruptcy of individuals

➫ Defended actions

➫ Arbitration and mediation


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Communication & Transparency:Five regular means of contact ensure that youare continually updated on the progress thatwe are making with the accounts you transferto us for collection:

1. You receive a confirmation emailacknowledging receipt of every debt wereceive from you

2. You receive email alerts informing youof a change to the status of every debt

3. Your appointed collector will call youwith news on significant payments orqueries received

4. Your Account Director will visit toconduct performance reviews –generally quarterly – or at intervalsyou require

5. As an STA International debt recoveryclient, you will have access to YourDebts Online (YDO). This onlineinterface is a portal for comprehensive,on-demand reporting and two-wayinteraction. YDO provides completevisibility of STA International’s activity,from high-level management reports toindividual account updates, and real-time performance reports

see Features & Benefits opposite

Features & Benefits:➫ Dashboard shows our overall collections

success

➫ Accounts in green alert you to changessince you last logged in

➫ Accounts in red alert you to debtsawaiting your instructions

➫ See the costs incurred by debt and byperiod

➫ Calculate your return-on-investmentimmediately

➫ See all your invoices and statementsonline

➫ Place individual and bulk debts

➫ Sort, filter, download and print data andreports

➫ Send comments to your appointedcollector

A sample of the YDO reports and data availableis shown on pages 8,9 and 10.

Client TestimonialYour Debts Online is an integral part of STA International's debt collection service. We use it tolook at their overall collection success as well as their progress on individual debtors. This is ofparticular importance when we place accounts on behalf of an overseas subsidiary that relieson us to liaise with STA International. Your Debts Online provides us with full transparency and Iam pleased to recommend it to fellow credit professionals

Nigel Fields MICM, Director of Credit - Twentieth Century Fox International

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“DebtCollectionServices


Your Debts Online - Dashboard Report:A graphical summary of our collection success

Your Debts Online –Performance Report:A report of our collectionperformance by month andby country

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Your Debts Online – Open Debts Status Report:A report of debts open and still being collected (A similar report is available forclosed debts showing your debts that are paid or uncollected)

Your Debts Online – Debt Detail:A report of an individual debtor, a ‘drill-down’ facility from the Performance andOpen Debts Status Reports , including the facility for you to submit electroniccomments to your collector



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Your Debts Online - Fees by Debt Report:This report shows the net and gross debt, the amount collected and any collection,tracing or legal costs that you have incurred

Your Debts Online - Fees by Period Report:This report shows the same data as the report above, but by your chosen time periodinstead of by debt

Client TestimonialThe fees reports are a great help to us in our insolvency work where we need to demonstratevalue for money for creditors. This you have achieved and beyond all our expectations. Theinvoices and statements online are perfect for us as we have to recharge our insolvent cases.We are delighted with your initiative and I would have no hesitation in commending it to others

Nitin Joshi, Director – B&C Associates

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Business Briefing: Cash CollectionTracing Services

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Managing Your Tracing:In today's difficult economic times where weare witnessing unusually high levels ofpersonal and company debt, it is essential thatyou make contact with your customers quicklybefore they ‘skip’ their address and move onowing you money.

Fortunately, when you find yourself with adebtor that has ‘gone away’ from their givenaddress, we have both the experienced peopleand the technology to trace your debtor’s newaddress. Today, we assist B2C and B2Bcustomers whose problems include:

➫ One-off debtors where ‘undeliverable’mail is being returned

➫ Housing Associations with large rentalportfolios and transient tenants

➫ Debt Purchasing and Online ShoppingCo’s to optimise collection returns

➫ Local Authorities seeking to complywith the Fraud Initiative Scheme

➫ Higher & Further Education institutionswhose students move after study

Our trace agents are some of the mostexperienced in the business and they are allequipped with the latest databases, technologyand software necessary to ensure the highestquality results in the quickest possible time –and, for UK traces, we always charge on a ‘no-find-no-fee’ basis.

Also, in these tough times, it is not enough tobe able to simply trace your debtor - you needto be able to establish that we have done solegally and ethically. STA International isacutely aware that we are acting in your name,so we always act within the permissible legaland ethical boundaries. Compliance is asimportant to us as it is to you and cuttingcorners never pays in the long-term.

STA International is part of a global group andour tracing service mirrors this with itsinternational coverage. So, whether you wantus to simply trace your debtor, or you want usto trace-and-collect from your debtor, we cando so in the UK and throughout the rest of theworld too.

UK Tracing:Fast and effective debtor tracing is integral toyour collection strategy. After all:

➫ The quicker we trace your abscondeddebtor the quicker that the collectionprocess can begin

➫ The quicker the collection begins thesooner you can expect to receive youroutstanding cash

Persistent late payers often ‘skip’ theiraddresses deliberately to evade chasingcreditors. Fortunately, in this digital age, it’snot long before they leave an electronicfootprint. And, when they do, we have thecompliant tracing systems – databases andintuitive search tools – coupled with themanual dexterity, to locate them.

Our full desk-research is conducted by atracing expert and supplemented, whenrequired, by a site visit field trace conducted byone of 160 national field investigators. Each ofthese services is available on a stand-alone,combined or inter-dependent basis, and mostof them are on a ‘no find, no fee’ basis too.

TracingServices


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TracingServices

Once you use our services, how we handlethem will be transparent to you via our web-enabled online reporting Your Traces Online(YTO). YTO means you not only place your tracerequests online but, more importantly, youhave 24/7 progress reporting to see our speed-of-service, and to witness our success rates.

International Tracing:STA International’s global office network is atits most beneficial when we need to traceinternational debtors. This is because:

➫ Almost every country has its unique dataprotection rules

➫ Almost every country has its uniquesource of databases

➫ Almost every international trace needsvalidating by an expert local researcher

Legal compliance, ethical boundaries andaccuracy are the most vital attributes of first-class tracing and that’s why we rely on ourlocal offices to make certain this is what youget. This duty-of-care has held us in goodstead with the resultant trace leading torecovery of accounts regarded as 'bad debts.'

Whether you are a Higher and FurtherEducation institute with international studentdebts, or a B2B or B2C exporter of goods andservices, you can rely on us to track-and-traceyour international buyer.

Communication & Transparency:Four regular means of contact ensure thatyou are continually updated on the progressthat we are making with the accounts yourefer to us for tracing:

1. You place your tracing requests on YourTracing Online (YTO), our dedicatedonline portal for instant delivery to yourappointed tracing agent. Access iscontrolled by user name and password,and data, which is encrypted, is storedin a secure hosting environment

2. Your appointed tracing agent will callyou with queries or news on significantissues surrounding completion of yourtracing referrals

3. Your Account Director will visit toconduct performance reviews –generally quarterly – or at intervalsmore convenient to you

4. As an STA International tracing client,you will have access to YTO forcomprehensive, on-demand reporting,giving complete visibility to STAInternational’s activity, from high-levelmanagement reports to individualplacement updates, and real-timeperformance reports

A sample of the reports and data available inYTO is shown on page 13.



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Your Tracing Online - Closed Traces List:A report of traces completed and closed (Two similar reports are available showingincomplete open cases, and a report of all open and closed cases)

TracingServices

Client TestimonialYour Tracing Online saves us time placing large volumes of requests. Cost is also vital to us,and knowing the success rates means we can easily assess our return-on-investment. Thetrace detail report clearly shows their track-and-trace process, and their address confirmationprotocol. We have no hesitation recommending STA International's excellent tracing serviceLocal Authority Housing Association (name withheld at client's request)

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Your Tracing Online - Management Overview Report:A graphical summary of our tracing success

Business Briefing: Cash CollectionReceivables Management (Outsourcing) Services

Managing Your Accounts Receivable:Very often, the most efficient and cost-effectiveway to perform certain business functions is tooutsource them. For example, few businessesgive a second thought to outsourcing payroll,cleaning or printing. Nowadays, more andmore businesses are choosing to outsourcetheir order-to-cash, or receivablesmanagement process, too.

We’re always asked the same two questions bya business deciding whether to outsource itsreceivables to us:

Q. Can we reduce their costs?

Q. Can we (at worst) maintain, and (at best)improve their operational performance?

Once the client has been with us for one year,they always tell us that the answer is “yes.”

And, the reasons are simple, resulting in mostof our clients staying with us for years:

1.We rapidly reduce the level of theircustomer disputes and enhance thesupplier: buyer relationship

2.We out-perform their own cash collectionnumbers, increase their cash flow, andimprove their DSO

3.We reduce their bank charges, andoptimise their working capital

And, there is no need to worry about IT delayseither. Our standardised process means yourIT department can utilise your currentfinancial package to transfer transaction dataon an overnight batch basis.

For your part, you will have completetransparency because, as well as regularreviews, all of our actions can be viewed onlinevia Your Receivables Online (YRO).

A sample of the reports and data available inYRO is shown on pages 15 and 16.

The answer is 31 days

Client TestimonialWe outsource our Spanish and Italian accounts to STA International and they provide atransparent service to our valued customers in our name. All communication is in the locallanguage and, not only do they optimise our DSO, but they also reduce the number of queriesthat we have to attend to. Any accounts that fail to pay in the dunning stage are seamlesslycollected by them in their own name*Confidential service - Client name withheld

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* Receivables Management is undisclosed and in confidence. For this reason only, we have withheld the names of clients using this particularservice. Should you wish to speak to one of our clients please let us know.

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ReceivablesManagement(Outsourcing)Services

What is the average DSO of our Receivables Management ledgers?

Current - 97.15%

Arrears-2.85%


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Communication & Transparency:Five regular means of contact ensure that youare continually updated on the progress thatwe are making with the accounts yououtsource to us for collection:

1. Operational tele-conference calls, andsite visits, to measure our performanceagainst the contractual Key PerformanceIndicators

2. You receive a daily log, via secure webinterface, of customer queries

3. Your appointed collector will call you withnews of significant customer paymentsand feedback

4. Your Account Director will visit to conductperformance reviews – generallyquarterly – or at your discretion

5. Your Receivables Online (YRO) is acomprehensive web-based and on-demand reporting tool. YRO providescomplete visibility of our activity, fromhigh-level management reports toindividual account updates, and real timeperformance reports. Access is controlledby user name and password, and data,which is Secure Socket Layer encrypted,is stored in a secure hosting environment

Your Receivables Online – AgedDebtor Report:The aged debtor report can be segmented byledger or operating company and it displayscredits and disputes within the standard agingbuckets. There is also a ‘drill-down’ facility tothe individual debtor level

Client TestimonialSince STA International took over our cash collection activities we have seen a markedimprovement in our aged debt profile. They are very professional in their approach and take greatpride in a job well done. Their ledger management system is second to none and enables them toreport progress instantaneously and forms a sound basis for a regular review of any issues. Theyhave also worked hard to understand our business and make the interface between themselves andour customer appear seamless

*The head of finance at a global manufacturer

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* Receivables Management is undisclosed and in confidence. For this reason only, we have withheld the names of clients using this particularservice. Should you wish to speak to one of our clients please let us know.


Your Receivables Online – Dispute Analysis Report:The dispute analysis report shows an overview of customer invoice queries, theirtype, value, and average time to resolution

Your Receivables Online – Performance Report:The performance report allows real-time analysis of our progress in collectingreceivables by billing month, showing values collected in each aging bucket foreach month’s receivables

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Business Briefing: Cash CollectionSecurity & Peace-of-Mind

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Bond Certificate:To fulfil its obligation of membership to the Commercial Collection Agency Association of theCommercial Law League of America, STA International has posted a surety bond of $1,000,000 forthe protection of the creditors it serves


Security&Peace-of-Mind


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ISO 9001 Certificate:You can be assured that all of our collections, receivables and tracing processes are fullydocumented, reviewed and ultimately audited by the UKAS accredited British Assessment Bureau


Security&Peace-of-Mind


STA BBD

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