Case Studies

Please have a look below at some examples of how we have worked with our customers to provide solutions to their challenges:

Speeding up mortgage applications with digital affordability reviews

Clever Mortgages provides a comprehensive range of mortgages and protection, but specialises in working with those who have bad credit, debt or other more difficult areas.

The challenge


The whole process of requesting and receiving details of customers’ financial circumstances was taking far too long and causing delays in people’s mortgage applications. It was a laborious process for customers who had to pull all the relevant paperwork together and send it in the post.

Brokers also found it tiresome as they would have to wait to receive everything and keep their fingers crossed that everything they needed had been sent. If not, then the whole process had to be repeated, which would temporarily halt the application again.

The Paylink solution


Our experts worked closely with Clever Mortgages to understand the application process and build a platform which not only eliminates the need for paperwork, but also allows cuts out lengthy waiting times.

Clever Mortgages’ platform integrates Open Banking technology so all financial information is pulled from people’s online bank statements and automatically inserted in the income and expenditure form.

Brokers now also have access to leading credit referencing agencies and can instantly access credit reports and assess customers’ affordability straight away. All they need to do is send a link to customers who can then provide all the information they need online.

Results

All customers who have applied for a mortgage using the new process have given consent for their credit reports to be accessed by Clever Mortgages, meaning brokers can make much quicker and more informed decisions about the most suitable lenders to approach – in as little as one hour in some cases.

What Clever Mortgages said

Sam Kirtikar, CEO of Clever Mortgages said: “Embark by Paylink Solutions drastically reduces the turnaround time of the application process for us and customers, which means we can provide more products to more people, without the need for additional resource. It’s reliable, quick and provides us with the exact information we need to identify a customers, assess their affordability and determine which are the most suitable products based on their circumstances.”

Creating a digital journey for people seeking debt advice

PayPlan is one of the UK’s largest free debt help providers and works with clients to provide a range of solutions, including Debt Management Plans and Individual Voluntary Arrangements (IVAs). PayPlan’s aim is to help ordinary people to live comfortably whilst becoming debt-free.

The challenge


A proportion of clients who were seeking advice via PayPlan’s website were dropping out of the advice process at the income and expenditure (I&E) stage. Research concluded this was because 65% of clients who contacted PayPlan online preferred to continue their journey in this way.

The Paylink solution


Our experts created an ‘assisted self-serve’ tool which PayPlan named PlanFinder, which allows clients to easily complete a digital debt advice journey and potentially enter into a plan without having to pick up the phone.

As part of this journey, information, such as personal details, unsecured debts, current financial situation, household income, priority spending, living costs, and assets is captured in an easy and efficient way.

Customers can also engage in a secure way in any manner that works for them – asking for help via live chat or a phone call throughout the process. After completing the online I&E review, clients receive debt advice given by professional agents and delivered by email, live chat or phone. The PayPlanPlus app also allows them to complete the journey on their mobile devices.

Results

PlanFinder means PayPlan can now offer ‘same day debt solutions’. The tool is helping ‘digital’ clients enter debt solutions and reducing the time it takes to do so. Around 75% clients are now choosing to use PlanFinder, which has increased the web lead conversion rate from 33% to 42%.

Client engagement has increased by 30%, operational costs have reduced and since its launch in May 2017, the PlanFinder client completion rate has almost doubled to around 1,800 per month. In addition, 55,000 users log into PayPlanPlus each month and 70% of people in debt plans now use it to complete annual reviews.

What PayPlan said

Peter Munro, Partnerships Director at PayPlan said: “We are really proud that PlanFinder has delivered the industry’s first digital debt advice journey. Paylink’s expertise means PayPlan is now helping to remove some of the emotional and physical barriers of debt, which people often feel ashamed to talk about – and empowering them to take back control of their finances and their lives.”

Halving the time it takes to handle litigation cases

Walker Morris is a Yorkshire-based law firm. Its banking and finance litigation specialists work closely with banks, lenders and asset finance companies to offer a range of recovery services for traditional and challenger banks, building societies, debt purchasers and loan servicers.

The challenge


Customers who had defaulted with Walker Morris’ clients had to endure a laborious process of providing personal information and documents over the phone and through the post. It would often lead to these banks and lenders losing contact with people and subsequently having to resort to time-consuming and costly ways of re-engaging with them.

The Paylink solution


Paylink’s strong background in the debt management industry meant our experts were able to develop a digital platform to suit the needs of Walker Morris which benefits bank and lender clients – as well as their customers.

We created a digital and paperless journey, which integrates Open Banking and credit bureau data technology and allows customers to submit their information online at any time, from any device

This means Walker Morris can now assess defaulted customers’ affordability within minutes and either set them up on an affordable repayment plan, determine how to progress the case or signpost them to free debt help provider PayPlan.

Results

Walker Morris is the first law firm in the UK to introduce this type of digital process. Our technology means clients can now be advised on what action needs to be taken to recover the debts and the time it takes to resolve these accounts has been halved.

What Walker Morris said

Rob Aberdein, Partner at Walker Morris, said: “Gone are the days of trawling through paperwork and sending documents in the post. Customers want to be able to provide information digitally and receive feedback quickly. We’re delighted to offer such a seamless online journey, which provides another level of service to new and existing clients.”

Speeding up mortgage applications with digital affordability reviews

Clever Mortgages provides a comprehensive range of mortgages and protection, but specialises in working with those who have bad credit, debt or other more difficult areas.

The challenge


The whole process of requesting and receiving details of customers’ financial circumstances was taking far too look and causing delays in people’s mortgage applications. It was a laborious process for customers who had to pull all the relevant paperwork together and send it in the post.

Brokers also found it tiresome as they would have to wait to receive everything and keep their fingers crossed everything they needed had been sent. If not, then the whole process had to be repeated, which would temporarily halt the application again.

The Paylink solution


Our experts worked closely with Clever Mortgages to understand the application process and build a platform which not only eliminates the need for paperwork, but also allows cuts out lengthy waiting times.

Clever Mortgages’ platform integrates Open Banking technology so all financial information is pulled from people’s online bank statements and automatically inserted in the income and expenditure form.

Brokers now also have access to leading credit referencing agencies and can instantly access credit reports and assess customers’ affordability straight away. All they need to do is send a link to customers who can then provide all the information they need online.

Results

All customers who have applied for a mortgage using the new process have given consent for their credit reports to be accessed by Clever Mortgages, meaning brokers can make much quicker and more informed decisions about the most suitable lenders to approach – in as little as one hour in some cases.

What Clever Mortgages said

Sam Kirtikar, CEO of Clever Mortgages said: “Embark by Paylink Solutions drastically reduces the turnaround time of the application process for us and customers, which means we can provide more products to more people, without the need for additional resource. It’s reliable, quick and provides us with the exact information we need to identify a customers, assess their affordability and determine which are the most suitable products based on their circumstances.”

Creating a digital journey for people seeking debt advice

PayPlan is one of the UK’s largest free debt helps providers and works with clients to provide a range of solutions, including debt management plans and Individual Voluntary Arrangements (IVAs). PayPlan’s aim is to help ordinary people to live comfortably whilst becoming debt-free.

The challenge


A proportion of clients who were seeking advice via PayPlan’s website were dropping out of the advice process at the income and expenditure (I&E) stage. Research concluded this was because 65% of clients who contacted PayPlan online preferred to continue their journey in this way.

The Paylink solution


Our experts created an ‘assisted self-serve’ tool which PayPlan named PlanFinder, which allows clients to easily complete a digital debt advice journey and potentially enter into a plan without having to pick up the phone.

As part of this journey, information, such as personal details, unsecured debts, current financial situation, household income, priority spending, living costs, and assets is captured in an easy and efficient way.

Customers can also engage in a secure way in any manner that works for them – asking for help via live chat or a phone call throughout the process. After completing the online I&E review, clients receive debt advice given by professional agents and delivered by email, live chat or phone. The PayPlanPlus app also allows them to complete the journey on their mobile devices.

Results

PlanFinder means PayPlan can now offer ‘same day debt solutions’. The tool is helping ‘digital’ clients enter debt solutions and reducing the time it takes to do so. Around 75% clients are now choosing to use PlanFinder, which has increased the web lead conversion rate from 33% to 42%.

Client engagement has increased by 30%, operational costs have reduced and since its launch in May 2017, the PlanFinder client completion rate has almost double to around 1,800 per month. In addition, 55,000 users log into PayPlanPlus each month and 70% of people in debt plans now use it to complete annual reviews.

What PayPlan said

Peter Munro, Partnerships Director at PayPlan said: “We are really proud that PlanFinder has delivered the industry’s first digital debt advice journey. Paylink’s expertise means PayPlan is now helping to remove some of the emotional and physical barriers of debt, which people often feel ashamed to talk about – and empowering them to take back control of their finances and their lives.”