COMMUNICATION CCR-2
NEW TECHNOLOGY OFFERS ENHANCED LENDING
Plans to remove the paper trail from collections and make the field-management team mobile have been successful By Jamie Place
A HUGE technological transformation is currently going on here at Provident, aiming to better the quality and timeliness of our customer service. Highlights for our home-credit
business this year included the roll out of mobile apps to all 8,000 of our agents and over 1,000 iPads deployed to our field-management team, each equipped with superfast 4G data connections and a host of apps to improve the way we serve our customers. Before our journey to all things
mobile, we relied heavily on paper, with agents carrying around 300 sheets to be picked up and dropped off after every round. This unwieldy bundle was known as the Collecting List In Print (CLIP). Agents had to manually check all of their figures as well as total it all up at
On the back of the success of CLIP
App, we wanted to get our field- management team mobile. The challenge was to deliver over 1,000 iPads, complete with brand new apps and training, in fewer than four months.
The technology-based process for credit scoring new customers has been brought in and lending decisions are made instantly
the end of the week, a significant paperwork burden for both agents and management. This is where technology came to the rescue. The CLIP App, a collections app to
help our agents serve customers more efficiently, paved the way for our technology journey. Working closely with agents to build an app that was right for them was crucial, as all of our UK agents are now using it. The figures demonstrate the impact,
as already we now save over 1.5million sheets of paper every week, agents get approximately two hours of extra time for their customers with the automation CLIP App brings, and the technology means they are rid of the dreaded haul of paper.
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It proved to be one of the most challenging and rewarding projects to date but it was achieved on time, revolutionising the arrears process using technology and mobile data for support and compliance. Now that arrears and collections have
been digitised, we have our sights set on lending – the last bastion of paper in the field. The full rollout of the new and improved Lending App is now underway, which allows us to serve all home credit customers. We have had fantastic feedback and
have spent our time wisely to get the process just right. The technology- based process for credit scoring new customers has been brought in and lending decisions are made instantly.
www.CCRMagazine.co.uk All electronic leads are fed into our
new Prospects App, the companion to the Lending App. Together, they allow us to serve our new and returning customers with ease and deliver a quick, effective and professional service. This technology, combined with the
instinct of the agent in the customer’s home, gives us enhanced lending expertise. Once fully implemented, the entire Provident Financial group will be 100% digital for its lending in the UK. That would have seemed impossible just two years ago. Mobile technology has been a real
boost for best practice customer service and compliance and has married well with new, streamlined processes. We have quite a few projects on the
drawing board and 2015 continues to be an exciting time for technology at Provident Financial. CCR-2
Jamie Place is solutions delivery manager at Provident Financial E-mail:
Jamie.Place@
provident.co.uk
July 2015
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