PHOENIX CASE STUDY

Benefit and Budgeting Calculator

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ENFORCEMENT AGENT HELPS VULNERABLE HOUSEHOLDS DEAL WITH DEBT

Changes to the welfare system are being felt by people who now have less income as a result. Ethical enforcement agencies like Phoenix have a dual responsibility to help clients and customers, both of whom are feeling the pinch. Using Policy in Practice’s Benefit and Budgeting Calculator they bring welfare support together, around the customer.

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“I decided Policy in Practice’s Benefit and Budgeting Calculator was something we really needed. It’s enabled us to provide a consistent approach to assessing affordability. We’ve been able to give our customers an online tool which lets them take control of their finances and liaise with us electronically, without the awkwardness or challenge sometimes faced in person.”
Carole KenneyCustomer Service & Performance Delivery Director at Phoenix
THE BENEFIT AND BUDGETING CALCULATOR HELPS PHOENIX’S CUSTOMERS TAKE CONTROL OF THEIR FINANCES

The Benefit and Budgeting Calculator is offered as a self-serve facility for customers to take control of their own financial situation without the potential discomfort of discussing their circumstances face to face or via phone. The tool offers a live chat helpdesk to customers staffed by Policy in Practice experts and Phoenix’s dedicated Welfare team is also on hand to offer guidance or specialist referrals where necessary.

The Benefit and Budgeting Calculator gave measurable benefits to Phoenix’s operations within weeks of implementation.

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improvement in early engagement rates
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increase in early stage payment arrangements
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reduction in payment instalment defaults
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decrease in complaints relating to payment term flexibility and charges
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