Originating as independent financial advisers, the Totemic Group became the largest commercial debt management company in the UK. Totemic develops its own payment, information and CRM systems, and - through its key PayPlan business - helps over 100,000 people in financial difficulty manage debts every year.

Challenges

  • Improve customer service
  • Reduce reliance on post and paper
  • Reduce cost
  • Reduce average customer on-boarding time from 5 weeks
  • Maintain data integrity
  • Ensure high quality service for vulnerable customers

Processes

  • Submission of claim documents
  • ‘Trailing’ document handling – proof of ID, statements
  • Match incoming documents to internal records
  • Check internal and external systems
  • Update internal systems based on document content
  • Handling of paper and electronic communications

Components Identified

  • Mobile Capture
  • eSignature
  • Robotic Process Automation
  • Advanced Document Recognition
payplan totemic mobile

PayPlan mobile screenshots

Solution

  • Clients are able to submit documents electronically via a mobile device reducing time to act and reducing cost
  • Authority documents can be signed via a mobile device
  • Automated classification of documents from any source (mobile, email and paper)
  • Automated extraction of key data from any document (client details, financial information etc)
  • Automated data validation against internal and external systems (e.g. identity checking)
  • Improved analysis of customer information to present more appropriate options for clients

Outcomes

  • Time for Customer On boarding Process reduced by over 40%
  • Reduced customer queries into call centre
  • Single iteration resolution – customers share documents in real-time
  • 25% reduction in front line staff managing client services
  • Reallocation of staff to focus on vulnerable clients
  • Improved access to data and analysis allowing better decisions and outcomes for customers
  • Improved preparation for GDPR – improved management, security and access to records
  • Improved customer experience has provided a competitive edge for attracting new customers and improved retention
  • Reduced internal movement of documents between teams
  • Technology has helped Totemic to become one of the first companies in the sector to be FCA approved

"At Totemic we have always prided ourselves on being at the forefront of technology. We constantly strive to find ways of allowing our customers more user friendly ways of accessing our free service. The partnership with Data Capture Solutions over the past 3 years has given PayPlan new and exciting opportunities to improve the customer journey for often vulnerable clients. We would like to thank and congratulate DCS for this award which is testament to their hard work and support in delivering this and other associated projects. We look forward to partnering with them going forward on more innovations for the Totemic Group of companies.”

Simon Linforth, Director, Totemic Ltd.