“This project has been a real success, with a well-designed, well-built, well-tested and well-implemented solution (all in record time despite external challenges) that the business can use with confidence, making a difference to the lives of our customers experiencing difficulties.” Programme Director – Breathing Space, Lloyds Banking Group
The challenge
Lloyds Banking Group approached Arum to help them develop an automated solution to handle customers moving onto the Breathing Space moratorium, designed to support customers in problem debt.
Due to a delay in defining the regulations, the project had to be completed within nine months (instead of the original 12), and delivered completely remotely due to COVID, adding extra pressures to an already complex task.
The solution
An automated solution and its completely custom processes (including 350 new DM9 components)
were built to:
- Identify and track accounts within the Breathing Space moratorium
- Ensure full compliance with the regulations
- Enhance communications to customers so they understood the process
- Review and enhance the detective and corrective controls to make sure the right actions were happening to the right customers at the right time
- Introduce in-depth first occurrence validation and error checking to ensure that the process was robust and treating customers as expected
The results
The launch was extremely successful, with minimal defects, and c.3000 cases were handled within the first two months.
This solution has ensured fair and equal outcomes for vulnerable customers, reduced the burden on the BAU operation and freed up agents to focus on more complex customers that require individual support, as well as minimised errors.
The data also proves that the solution is having positive impacts; the automation has ensured there are no backlogs dealing with cases, with 90% going straight onto the moratorium on the same day as they are received.