- Saved 30 days a month of staff time.
We were challenged by a Local Authority to improve their Debt Recovery processes. They had a manual system in place which was a significant drain on key resources. They tasked us to improve the efficiency of the operation and to increase its effectiveness.
We redesigned the overall communications process, with automation at its heart which allowed the council to radically reduce the staff time spent on these tasks. We put new processes in place that automatically sends critical communications, including timely reminders at key stages, and kept a full audit trail to improve effectiveness. This resulted in more money being collected, in less time and with significantly reduced input from their team. Collection rates were transformed and surpassed targets. The new process re- deployed 30 days per month for a team of 8 to focus on their core tasks, the Client Lead commented "Using VMR’s Services helps me to get the most out of my team".
- Boosted arrears recovery by £1million in 12 months.
We were tasked by a major Housing Association to overhaul their entire residents communications processes. They required streamlined communications to improve collection and response rates.
Following a full audit of the existing processes, including workshops with key stakeholders, a bespoke managed solution was implemented. A hybrid mail solution was developed, that aimed to reduce expenditure whilst improving collection rates. Key efficiencies were identified that led to more consistent and effective correspondence at a lower cost. By understanding the user journey, communications were tailored by format and delivery method for each of the key steps to maximise response rates. The results were outstanding with arrears being reduced by £1million in a 12-month period. All this with the team spending significantly less time on these tasks.
- Improving the process, reducing delay and mitigating risks.
In a highly regulated environment, it is critical that banks can send out timely communications to their customers with a full audit trail. Our client was spending significant amounts of time trying to ensure their communications were compliant, they asked us to do an analysis of the processes and drive efficiencies.
Following a comprehensive study, automation was introduced that was able to process 20 different letter variations for any 'bounced' email communications. In doing so, we ensured that the bank was able to be fully compliant by serving its customers with all the key information in a timely manner. Due to compliance requirements all communications were archived online, providing proof whenever needed. The VMR solution freed up key resource and 'de-stressed' the process for the department.
Our compliance and risk processes are integral to our business. The following certifications and registrations validate our hybrid mail solutions approach.
