AN EARLY ADOPTER OF UNIVERSAL CREDIT WITH BIG RESPONSIBILITIES
Curo use a triage approach to help their most vulnerable customers first. When they became one of the first areas to go full service with Universal Credit in 2016 they were given no guides or benchmarks. They began using the Benefit and Budgeting Calculator simplify the process and encourage their more capable customers to self-serve to free up their time to help those most at risk.
Policy in Practice’s Benefit and Budgeting Calculator has saved us considerable time and allowed us to do the thing that we do best and that’s to give the support to the most vulnerable people to keep them in their home, which is our ultimate goal.
THE BENEFIT AND BUDGETING CALCULATOR MAKES THINGS EASIER FOR CUSTOMERS
Curo say that the majority of customers now find the process of transitioning to Universal Credit straightforward and easy to manage independently. For those who are more vulnerable however, Curo now have more time to spend with them ensuring they get the support they need thanks for the Benefit and Budgeting Calculator.
Key benefits for Curo
HIGHER CUSTOMER ENGAGEMENT
Curo’s customers are now more engaged in the conversations because they can more easily understand their expenditure.
CUSTOMERS ARE MORE INDEPENDENT
The self-serve feature has been used over 500 times, meaning less vulnerable customers now have quicker access to advice.
MORE FUNCTION AT A BETTER COST
Despite exploring other solutions Curo found no single tool that offered everything they needed whilst also being competitively priced.
SECURITY, CONSISTENCY AND ACCESSIBILITY
Customer’s data is saved securely and is also easily accessible to other departments, enabling staff to provide holistic support quicker.
GREATER CONFIDENCE IN THE DATA
The built-in help functionality gives Curo complete confidence that the advice they’re giving is up-to-date, accurate and easy to understand.
BETTER CUSTOMER EXPERIENCE
Curo can now offer a better customer experience by resolving issues at first contact, rather than having to arrange onward referrals for further benefit advice.
As Curo moves in a more digital direction, the Benefit and Budgeting Calculator helps them prepare for the ongoing digital demands of Universal Credit.
EXCEPTIONAL LEVELS OF DETAIL
Curo was amazed with the sheer level of detail the calculator provides on areas like British Nationals, refugees and students.
As a founding member of our client Steering Group Curo continues to work with Policy in Practice to shape the future developments of the calculator.
Watch a demo of our Benefit and Budgeting Calculator
When we want to go that bit further with our customers, we’re able to do that” with the Benefit and Budgeting Calculator.