Android, Design, Strategy
Financial Services
Impact in the field
Increase in average daily visits completed per agent
Visits scheduled and completed in the last 12 months
Collections facilitated through the platform
CDER Group is one of the UK’s leading collections partners, serving 150+ local authority and government clients.
As CDER grew, existing field tools became a hindrance, with poor routing, battery drain and manual workarounds slowing agents down.
CDER partnered with Sonin to build a bespoke Android Mobile Agent App, purpose-built for the realities of enforcement work.
CDER’s agents are the face of the business, often working alone and in sensitive situations. The platform needed to serve everyone it touched: the customers being visited, the agents doing the visiting, and the clients relying on CDER to get it right.
With agents working from live case data, no one is pursued for a debt they’ve already resolved, and every customer conversation reflects their true circumstances.
In a regulated collections environment, every visit, payment and interaction needs to be recorded, auditable and defensible.
Agents working alone in the field needed tools that protected them and made the job sustainable, not harder.
A platform that improved productivity and reduced complaints would strengthen CDER’s position with existing and future public-sector clients.
Sonin designed and delivered CDER’s Mobile Agent App from the field up, working directly with enforcement agents to understand the realities of the job.
Conducted ride-alongs, interviews and focus groups with enforcement agents, observing high-stakes visits and zero-connectivity conditions first hand. Designed a single, simple interface to reduce cognitive load in the field, with structured workflows to improve task accuracy and ensure no data was lost to poor signal.
Built an offline-first Android App fully integrated with Edge, CDER’s CMS, bringing scheduling, routing, live case data, payments, vulnerability information and compliance into one tool.
Launched in 2022, with the app rollout out to CDER’s enforcement agent workforce as a single, business-critical replacement for multiple disjointed tools.
Evolved through continuous design sprints, agent feedback and phased beta testing. Adding capability by release to a stable operational core, including digital payments via PayLinks and QR Codes.
Live case data syncs the moment connectivity returns, compliance checks are built into every step, and secure digital payments via PayLinks and QR codes have replaced cash and doorstep PDQ machines.
What started as a field tool is now business-critical, transforming how CDER operates.