Microsoft Dynamics and HCLTech
UKARcs worked with HCLTech, an HCL Technologies Company, to deliver a Microsoft Dynamics CRM solution that would allow them to handle the demands of the Government scheme at a high level.
“Because UKARcs is not selling a product, but providing a service, we use Dynamics CRM in a completely different way. But that’s how it’s been streamlined for us, and it works from our point of view,” says Hamilton. “CRM helps us identify, highlight, and escalate any issues to the Government. So, from that point of view, the data that we receive is very, very useful in identifying and escalating these issues to Treasury.”
UKARcs’ primary users of CRM are the operational staff. “We have an operational team; an audit, risk, and control team; a management information team; and we have a relationship management team,” says Hamilton. “The primary users are the administration staff. So, on a day-to-day basis, they are the ones that are receiving requests from conveyancers, dealing with those transactions that are coming through, and then ultimately ensuring that bonus payments are made and service requests are responded to efficiently.”
Streamlining Case Management with a CRM Portal
Conveyancers are the primary users of UKARcs’ CRM portal. Firms process bonus requests on behalf of the account holder. To utilize the portal, Conveyancers first register on the system. CRM verifies the information they entered to ensure their eligibility to join the scheme and provide HMT with assurance of their regulatory status.
Once registered, their primary function will be to enter the portal to make a request for a bonus on behalf of their customers. On the bonus request screen within the portal, Conveyancers enter pertinent information relevant to the individual who’s making the bonus claim and submit via CRM, which then sends the transaction through to the backend.
The conveyancer will then receive an automated message advising them of the status of their request. Where no errors are identified in their request, this will advise that the bonus has been approved followed by a subsequent notification confirming that it has been paid. For cases where there is data mismatch, Conveyancers will be advised of any errors and advised to make any corrections prior to re-submission. Conveyancers can click on each individual bonus request they’ve made, review the progress of that case, see, for example, that it’s been paid, and check their bank account to verify that money has been received to reconcile and facilitate payment to their clients.
Additionally, if the conveyancer needs to get in touch with UKARcs, there is a “Contact Us” function within the portal itself. Conveyancers submit service requests to UKARcs, whom in turn handle the request and message them back via the portal as well.
Improving the Customer Service Experience
Case tracking was a critical business requirement for UKARcs. They wanted to eliminate the need for phone calls and instead focus on a self-service online option for their clients. Dynamics CRM provided them that solution. Now, Conveyancers has on-demand access to the information they need most.
The information that UKARcs holds within CRM is used primarily to facilitate data interrogation utilised to produce management information and reporting to HMT for publication in their official statistics. Additionally, from an audit, risk and control perspective, the data reporting assists the team in monitoring Conveyancer compliance to the scheme rules. CRM allows Conveyancers to track their cases while also having the ability to raise a service request if they have any issues. CRM provides that flexibility.
“Self-service is absolutely key to us. Our CRM system was built on a self-serve basis, but the whole point of it was to eliminate paper transactions,” says Hamilton. “Administration of the scheme was expected to meet the Government’s ‘digital by default’ strategy”