How Indiana Recovery is using technology to resolve repossession complaints and protect their agents.

Overview

Indiana Recovery, the largest repossession company in the state, has earned a reputation for excellence, ranking as the most compliant repossession business in Indiana and 10th nationwide. With a team of 45 skilled professionals, they are committed to prompt and professional service in what can be a tough and contentious industry. As the company scaled its operations, the challenges of ensuring agent safety, addressing client complaints, and maintaining operational efficiency became increasingly complex.

Problem

Repossession work often involves tense and unpredictable interactions. Agents frequently find themselves in hostile environments, where emotions run high and situations can escalate quickly. Ensuring their safety while maintaining professionalism is a constant concern. Jose Castro, Indiana Recovery’s Training Director, highlighted the critical role that visibility and accountability play in these encounters:

“When people see you repossessing with a body camera, they think more deeply about what they’re going to say or do. They know somebody’s watching. It makes you feel safer.”

Solution

To tackle these issues, Indiana Recovery turned to HALOS’ advanced body camera system, including its intuitive cloud-based platform,  HALOS Vault. This comprehensive solution brought transformative improvements to their operations.

The implementation of HALOS Body Cameras allowed for automatic uploads of video and audio recordings directly to the cloud, eliminating the need for manual file transfers. Centralized storage meant all video evidence was easily accessible and securely organized, providing a single source of truth. The cameras’ extended battery life and streamlined recharging also resolved time inefficiencies, enabling agents to focus on their work rather than on logistics.

The impact went beyond convenience. Real-life footage became a powerful tool for training, allowing the team to analyze actual interactions and refine their techniques.

Results

Since adopting HALOS, Indiana Recovery has experienced dramatic improvements in multiple areas:

• Fewer Complaints: Complaints about vehicle damage or missing items quickly diminished as the availability of video evidence validated their agents' actions.
• Enhanced Safety: Body cameras acted as a visible deterrent, de-escalating tense situations and providing agents with an added sense of security.
• Increased Efficiency: The combination of automated uploads and extended battery life saved hours of travel and downtime, allowing the team to focus on what they do best—recovering collateral.
• Improved Training: Using actual repossession footage enriched the training experience, equipping agents to handle challenging situations with confidence.

Perhaps the most significant benefit has been the ability to defend the professionalism of their agents effectively. By quickly accessing clear video evidence, Indiana Recovery now resolves complaints with minimal effort, ensuring that baseless claims no longer drain their time and resources.