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Case Study
We Are Digital

The challenge

We Are Digital had won a contract to deliver debt counselling programmes on behalf of a major housing association. They needed a bespoke system delivered in just a few weeks, to administer the programme, manage advisors and report results to their client.

The solution

Smart Wolf created a custom FileMaker system that manages the entire programme, from handling initial telephone enquiries through scheduling appointments, sending reminders, securely sharing case notes, managing advisors’ hours and tracking the client outcomes.

Results

The new system was delivered successfully within the tight deadline. By streamlining the process and automating follow-ups, it enabled We Are Digital to help thousands of individuals to recover from debt, achieving an engagement rate 20% higher than the sector average.

Background to the
We Are Digital project

We Are Digital is one of the UK’s leading digital and financial inclusion training providers to local authorities, housing associations, charities, corporates and central government. In early 2019, they won a contract to support residents of L&Q, a large housing association in London, with debt advice and help with money management.

The programme includes a telephone helpline and personal appointments with debt specialists. We Are Digital manage the entire client experience, as well as scheduling appointments with external advisors and paying them for their work. L&Q requires detailed reporting on the services that have been delivered and the outcomes achieved.

The challenge
with detailed reporting

We Are Digital had an existing platform for delivering their services, but it was unable to provide the level of reporting that this contract required, to demonstrate successful operation and outcomes.

With just two months to prepare the programme and find a new system to support it, We Are Digital evaluated several software developers and chose Smart Wolf, noting their attentive attitude and the fact they would be working directly with the developers.

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Delivering
the solution

With the very short delivery timescales, it was essential that everyone was clear about what was being developed and when key functionality was required. The team at Smart Wolf worked closely with We Are Digital to understand the business needs and outcomes that were required from the system. They built on this understanding to create a detailed specification for a phased delivery of the system.

The core functionality of the system, particularly the data-gathering and appointment-setting was prioritised and released in time for the programme launch. Further capabilities and an extensive suite of reports were developed in line with the plan and in response to the end client’s requests for additional data and insights.

System
functionality

The FileMaker system from Smart Wolf manages the entire programme, including:

Capturing and securely sharing confidential case notes

From initial phone call to successful resolution, advisors at We Are Digital and external specialists record all their notes in the system, where they are held securely and made instantly available to those who need to know.

Reporting case statistics and outcomes to the client

Managers at the Housing Association have instant insights into the operation and outcomes of the programme. Reports cover everything from the progress of cases to financial outcomes achieved and a variety of diversity measures.

Making and following-up client appointments

While advisors have clients on the phone, they can access live data to book an appointment with a debt specialist locally. Specialists receive notifications and log in for secure access to the complete case notes. Clients receive appointment reminders by text.

Creating billing records for paying and invoicing

The system provides detailed records that We Are Digital import into their finance systems, in order to bill L&Q when key milestones are reached, as well as to pay the independent debt advisors for appointments and follow-ups.

Outcomes
Efficient administration and more successful engagements

The system was delivered by the service start date with all the capabilities required to administer the programme. As the Housing Association asked We Are Digital for additional information, Smart Wolf created all the additional reports and queries that were required.

To minimise missed appointments, the system provides automated reminders and follow-ups. Clients are sent text messages and advisors are prompted to make phone calls. As a result, We Are Digital delivered 20% more completed appointments than the norm in this sector.

In the first year of operation, the programme has helped thousands of individuals and their families with their debt problems and financial worries. As well as helping L&Q safeguard rent collections, the programme has substantially reduced the burden on vulnerable households and made valuable inroads into narrowing the financial divide.

Next steps
Contact our team

If you would like help with a FileMaker system or have a question about how we might work together, please get in touch with our friendly, knowledgeable team:

The Smart Wolf team is based in Worcester, in the West Midlands. We work with clients throughout the UK and are available throughout regular office hours.

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