Call 0844 557 8313
Case study Dumfries & Galloway Housing Partnership A case study by: Keith Duncan, Business Support Officer
Dumfries & Galloway see the benefits of using allpay’s new Direct Debit platform Before we started using allpay for Direct Debits, we originated our own Direct Debit files through Bacs. Using allpay is an important risk mitigation for our Direct Debit management as it minimises errors and manual administration, as instructions and amendments are input by our staff via its secure portal and submitted automatically to Bacs instead of our staff having to do it. As part of its service, all the customer correspondence is handled by allpay, further minimising resource from our side, as these were previously created, printed and posted out to customers by us.
Reducing risk Direct Debit administration requires high-quality control of processes within strict timescales to meet the Direct Debit Guarantee to customers. In a small, independent organisation, this can result in key skills and controls being concentrated amongst one or two individuals, creating bottlenecks and stresses on team members, and is a clear risk for the organisation both in terms of financial and reputational costs. allpay’s system not only readily allows for many of DGHP’s Customer Services team to play a more direct role in Direct Debit administration at the customer interface, but the backroom team at allpay removes the bottleneck DGHP had around Direct Debit administration. This has removed the stress placed on the one or two individuals to complete all the processes on time and at the right time, thereby mitigating risks to DGHP.
Using allpay is an important risk mitigation for our Direct Debit management as it minimises errors and manual administration
Call 0844 557 8313
Email [email protected] Visit www.allpay.net/direct-debit
allpay Limited would like to make you aware that all calls to our 0844 numbers will be charged at 7 pence per minute plus your phone company’s access charge, which may vary depending on provider.
*
continued overleaf
Control and visibility
Apple iMac 27”
allpay’s new Direct Debit Platform further enhances the control and visibility we have of our customers and their payments. Through allpay’s new secure portal we can see a customer’s previous transactions which have been processed across allpay’s cash, card and Direct Debit channels and see when a customer’s previous and next collection date is to support any queries we may receive. This will be extremely important to support customers through Universal Credit. Another benefit is the intuitive design of the new system, which is important for organisations operating call centres, as the systems need to be clean and simple to understand. allpay’s new Direct Debit platform complements the functional aspects with visual aids and icons allowing, for example, staff on the system to easily see if a customer’s Direct Debit has already been amended by a previous team member. Our team are now feeling that they have more direct control of what happens with Direct Debits. In terms of setting up an instruction, the steps followed are now more straightforward and of benefit when dealing with customers on the phone.
allpay’s new Direct Debit Platform further enhances the control and visibility we have of our customers and their payments
Call 0844 557 8313
Email [email protected] Visit www.allpay.net/direct-debit
allpay Limited would like to make you aware that all calls to our 0844 numbers will be charged at 7 pence per minute plus your phone company’s access charge, which may vary depending on provider.
*
allpaypublic dghpddcs 001(1)
© allpay
Printed by allpay Print & Design
Dumfries & Galloway see the benefits of using allpay’s new Direct Debit platform Before we started using allpay for Direct Debits, we originated our own Direct Debit files through Bacs. Using allpay is an important risk mitigation for our Direct Debit management as it minimises errors and manual administration, as instructions and amendments are input by our staff via its secure portal and submitted automatically to Bacs instead of our staff having to do it. As part of its service, all the customer correspondence is handled by allpay, further minimising resource from our side, as these were previously created, printed and posted out to customers by us.
Reducing risk Direct Debit administration requires high-quality control of processes within strict timescales to meet the Direct Debit Guarantee to customers. In a small, independent organisation, this can result in key skills and controls being concentrated amongst one or two individuals, creating bottlenecks and stresses on team members, and is a clear risk for the organisation both in terms of financial and reputational costs. allpay’s system not only readily allows for many of DGHP’s Customer Services team to play a more direct role in Direct Debit administration at the customer interface, but the backroom team at allpay removes the bottleneck DGHP had around Direct Debit administration. This has removed the stress placed on the one or two individuals to complete all the processes on time and at the right time, thereby mitigating risks to DGHP.
Using allpay is an important risk mitigation for our Direct Debit management as it minimises errors and manual administration
Call 0844 557 8313
Email [email protected] Visit www.allpay.net/direct-debit
allpay Limited would like to make you aware that all calls to our 0844 numbers will be charged at 7 pence per minute plus your phone company’s access charge, which may vary depending on provider.
*
continued overleaf
Control and visibility
Apple iMac 27”
allpay’s new Direct Debit Platform further enhances the control and visibility we have of our customers and their payments. Through allpay’s new secure portal we can see a customer’s previous transactions which have been processed across allpay’s cash, card and Direct Debit channels and see when a customer’s previous and next collection date is to support any queries we may receive. This will be extremely important to support customers through Universal Credit. Another benefit is the intuitive design of the new system, which is important for organisations operating call centres, as the systems need to be clean and simple to understand. allpay’s new Direct Debit platform complements the functional aspects with visual aids and icons allowing, for example, staff on the system to easily see if a customer’s Direct Debit has already been amended by a previous team member. Our team are now feeling that they have more direct control of what happens with Direct Debits. In terms of setting up an instruction, the steps followed are now more straightforward and of benefit when dealing with customers on the phone.
allpay’s new Direct Debit Platform further enhances the control and visibility we have of our customers and their payments
Call 0844 557 8313
Email [email protected] Visit www.allpay.net/direct-debit
allpay Limited would like to make you aware that all calls to our 0844 numbers will be charged at 7 pence per minute plus your phone company’s access charge, which may vary depending on provider.
*
allpaypublic dghpddcs 001(1)
© allpay
Printed by allpay Print & Design
