Page 21 - End to End - CPP

Idea (From VMOST):
If we… Build a responsive My Loans website that gives people self service functionality

Then… we will reduce costs as customers will not call the contact centre as much

Why: Reduce number of calls that go through the contact centre

(both inbound & outbound)

Who:

New Applicants Active Customers Defaulting Customers Outbound CSA
(single and multiple loans)

Make debt Upsell loans to
Simplify the
Offer support
How: during application application Update Details Manage Active recovery process existing customers
Loan(s)
easier
process process

Auto

Payment
Holidays
Historical Data Integrate with

Mine (MI) View Make debt recovery Targeted

Pre- Re-design Self Service Statement(s) Payment Auto-email companies Marketing
messages
What: Live Chat How To Populate Application Account functionality
Data
Guides
Flow
Management Manage Loan
Details

Additional Benefit

Integrate data with
Comparison sites (i.e. Ad-hoc Settle This functionality could equate to

Money Supermarket) Payment Loan c. £500k per year in additional
Change Change revenue
Address Name Payment Payment

Mobile Web Change Change Details Date
Concept Scope
Full Scope IVR Contact Details

Change This functionality equates to 52% of all

All functionality would equate to 70% calls that pass through the contact
of all calls that pass through the centre
contact centre