EOS Matrix in Serbia introduced a complaints management system in 2012 to improve communication with customers and boost debt collection success rates. The system allows customers to easily lodge complaints via multiple channels. EOS Matrix then provides a rapid, consistent response to address issues. This professional approach has led to a 71% reduction in complaints from 2012-2014 and improved public opinion of the company. It has also helped EOS Matrix uncover areas for service enhancement and gain a competitive advantage over other debt collection firms in Serbia.