Meet the client

CDER Group, a leading UK collections partner, needed to modernise how its enforcement agents operated on the ground. These agents often worked in highly regulated environments and remote locations with limited or no connectivity—a combination that posed serious operational challenges. 

Their existing setup relied on multiple disjointed third-party tools, which made it difficult to manage customer visits, submit real-time updates, and maintain compliance. Manual workarounds, duplicated data entry, and inconsistent workflows created unnecessary friction during sensitive customer interactions and introduced the risk of legal non-compliance. 

To address these growing inefficiencies, CDER partnered with Sonin to deliver a business-critical mobile platform. The goal: a custom offline-first app that integrates with legacy systems, streamlines field operations, and empowers agents to work seamlessly in any environment—all while maintaining full control over sensitive data and ensuring robust legal compliance. 

Key Features 

Offline Functionality 
Enables agents to work without network access, automatically syncing data when reconnected. 

DIY Scheduling 
Gives agents control over visit planning through an intuitive self-service scheduler. 

Route Optimisation 
Offers map views with traffic conditions, priority markers, and editable paths for smarter routing. 

Asynchronous Data Queuing 
Segments and manages different message types (e.g. payments, locations) for improved performance. 

Legal & Compliance Safeguards 
Embedded checks ensure all debt recovery actions comply with strict government regulations. 

Advanced Error Handling 
Automatic retries and remote queue control reduce support tickets and keep things moving. 

Traffic Light Status Indicators 
Shows real-time message upload statuses, helping agents identify and fix stuck data fast. 

The Challenge 

CDER’s field agents play a critical role in debt recovery, often working in high-pressure environments with limited connectivity. Their existing toolkit included multiple disjointed third-party solutions, which slowed down visits, increased the risk of human error, and created barriers to compliance. 

Key pain points included: 

• No connectivity in many working environments 

• Manual processes and duplicated effort 

• Tools that didn’t integrate with legacy systems 

• A lack of visibility into upload and message status 

To keep pace with regulatory requirements and support its field force, CDER needed a unified platform that could handle sensitive data, automate core tasks, and work flawlessly offline. 

The Approach 

Through in-depth drive-alongs and immersive on-the-ground observation, our team witnessed firsthand the reality of agents’ day-to-day roles—from managing complex, high-stakes visits to navigating areas with limited or no connectivity. We saw how agents had to juggle multiple disjointed systems, leading to inefficiencies and friction at critical moments. 

This deep user research allowed us to identify the moments of highest impact, where a tailored digital solution could streamline processes, eliminate manual workarounds, and support agents more effectively in the field. 

We also uncovered opportunities to reduce cognitive load by simplifying interfaces, improve task accuracy through structured workflows, and ensure agents never lost data due to poor signal. 

From backend architecture to UI flows, every decision was grounded in: 

• Real-world usage and daily behaviours 

• Compliance-first design for legal security 

• Full integration with CDER’s existing legacy systems 

Our approach focused on designing an offline-first platform that worked with agents’ real-world conditions—ensuring the app remained a reliable and efficient companion, no matter the location or complexity of the job. 

The Results 

Since launch, CDER’s enforcement app has become a business-critical tool that: 

• Boosts field agent efficiency with streamlined, mobile-first workflows 

• Improves operational continuity even in low or no-signal environments 

• Reduces manual admin through automation and better task management 

• Enhances compliance with auditable, legally compliant actions 

• Delivers integration with CDER’s legacy systems for end-to-end visibility 

CDER’s platform was built to handle the most demanding field conditions—supporting hundreds of enforcement agents who needed to capture, process, and securely upload sensitive data such as customer visits, payments, and legal documentation, all without relying on constant connectivity. It was a business-critical tool that had to deliver operational continuity no matter where the agents were or what device they used. Every detail, from data queuing to audit logs, was carefully engineered to meet the realities of real-time enforcement work, providing agents with the reliability and resilience they previously lacked.