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PayPlan have been shortlisted for Debt Advice Provider of the Year for the Credit Awards 2018, which has been the industry’s flagship event for over 20 years.
They have been recognised for their work in creating an end to end Digital Advice Journey making it easier for clients to access debt advice online.
68% of PayPlan customers prefer to use digital channels rather than traditional contact methods such as the telephone. For many, debt is still a ‘taboo’ subject and can cause many people to feel anxious at the thought of seeking help via the telephone which can seem more personal than email communications.
PayPlan created a digital ‘assisted self-serve’ tool called PlanFinder to help clients overcome this barrier. It uses a combination of Live Chat facility, email and credit reference agency data in order to assess a client’s individual circumstances with ease.
Once a client has completed PlanFinder, they receive debt advice through their preferred method of communication. They can then complete their journey to a debt solution through PayPlan Plus which they can access online via the website or on the app through their phone. PayPlan Plus allows clients to electronically sign a letter of authority, upload any documentation required, make payments, manage their direct debts, message us directly and monitor their plan performance to ensure they are staying on track with their payments.
70% of PayPlan clients now use PayPlan Plus to complete their annual review.
PayPlan’s Digital Referral Partnerships, training and staff development have transformed the way consumers are able to access debt advice through their creditors.
By offering creditors a range of three digital referral methods, this has led to consumers being 10 times more engaged in debt advice.
The other finalists in the category for Debt Advice Provider of the Year are StepChange Debt Charity and Christians Against Poverty (CAP).
The full shortlist for Credit Awards 2018 can be found here.