A Period of Growth

From the W&F 25th anniversary history book 

During the 1990’s, before the days of email and cell phones, Williams & Fudge had a unique client service approach: Every employee was part of Client Services by directly contacting clients to discuss account-specific issues as well as any other questions that might arise. This was unlike any other agency. The philosophy of excellent service has never changed; however, the increase in the number of collectors and the volume of calls to clients by collectors began to exceed the client’s capability to manage, eventually leading to the development of the Client Services department.

Letters were produced internally each morning and hand-delivered to the collectors to review, fold, and insert. Obviously this helped keep letters to a manageable level. If collectors received calls while out of the office, they would find pink “while you were out” messages on their desks upon their return.

Even during the early growth period, everyone operated as a team, supported each other, trained each other, and collected for each other. Yes, the PC’s and computer systems used during those beginning days were archaic compared to today’s standards, but in reality Williams & Fudge was one of the first agencies to use personal computers. When the company converted to CR Software in 1996, CRS had to rewrite some of their code as a result.