Bedford Pilgrims: Improving debt and money advice services
“With Case Manager, we now have a stable, reliable system, which mirrors our processes and greatly improves the services we provide to our customers. We can accept referrals and manage cases much more quickly and report our KPIs at the press of a button.”
Amanda Ryan, Financial Inclusion Manager
BHPA are a leading provider and developer of affordable homes – for rent, sheltered, residential care and shared ownership – in central, southern and eastern England. Their goal is to create places where everyone feels proud to live.
As part of the broad range of services BPHA offer their residents, the Money Advice team offer free, impartial, confidential and independent advice and guidance to residents on all matters relevant to benefit and debt.
The issues
BPHA’s previous system had become outdated and unreliable and was affecting the level of service offered to clients.
In addition, the team was heavily reliant on paper files and referrals from Housing Officers had to be sent in by post, which impacted on the time taken to help clients.
Workload was also increasing; they are now helping 20% more clients than last year, while at the same time, like many organisations, the team were being pressed to demonstrate the value for money they offered.
They needed a system which was reliable, flexible and which would improve customer service. The team discovered IIZUKA through a recommendation and were impressed with the functionality and flexibility of Case Manager from the start.
The Solution: Case Manager
BPHA implemented Case Manager in 2013. While the out of the box system largely met their needs, IIZUKA worked with them to configure some additional requirements, for example to automatically filter the information provided by residents to provide access to the right forms for debt management processing automatically.
Client feedback
Amanda Ryan, Financial Inclusion Manager, said:
“Reliability was a key issue for us and Case Manager is always available when we need it. In fact, since we adopted the software, it hasn’t let us down once.
It was equally crucial that the system we adopted could be easily configured to match our internal processes and the team at IIZUKA made that simple. The whole team are flexible and responsive; if I ever have to call, I always get an immediate response.
Going paperless has improved our effectiveness and efficiency, for example, Case Manager automatically populates with the data submitted electronically by Housing Officers, which means that we can start to help residents more quickly.”
The team at BPHA are also impressed with the reporting function. Amanda added:
“The ability to report quickly and easily on our Key Performance Indicators is extremely useful. We can easily create and share the reports we need and once set up, reports are run off automatically at the push of a button. It’s vital in this day and age that we can demonstrate the value for money and quality of service our team provides and this was something our previous system couldn’t have delivered.”
Share this case study:
Related case studies
