Admiral Financial Services has become the latest credit provider to deploy a Flexys digital debt management solution to transform services for customers in arrears. Following a straightforward project, Admiral has been able to transfer time-consuming tasks previously done over the phone, into a secure online environment. This has improved the availability of agents and helped to free up contact centre capacity as well as providing a low-stress, digital experience for customers.
Darren Vaughan, Head of Collections for Admiral Financial Services said ‘Admiral Group is one of the largest car insurance providers in the UK. However, we work hard to keep the culture of a much smaller company and that means understanding our customers and ensuring they always have the quickest and most effective way of managing their car finance. Customers in arrears can now access online services to help them create a budget and resolve their arrears at a time and place convenient to them. This digital innovation means we can concentrate resources where they are needed most and engage with customers using the channels they prefer.’
Flexys CEO, Jon Hickman, said ‘We are pleased to welcome Admiral as the latest Flexys motor finance sector client. This Collaborate deployment reduces the time that Admiral’s customers have to spend on the telephone in order to manage their debt episode. It also means Admiral agents have more time to spend on customers who need extra help, for example, those experiencing difficult or vulnerable circumstances. Take-up among Admiral customers shows that digital service is highly popular and that the empathetic design of Collaborate encourages sustainable, affordable outcomes.’