Digitization Reduces Time Required for Document Collection by 87.5%
McCambridge Duffy Group, currently one of the top five personal insolvency practitioners firms in the UK, is built on the belief that for every financial problem, there is a financial solution.
Noted for its professional, ethical debt counsel, the group operates in several markets, including personal insolvency, business turnaround, debt management, and traditional accounting services. McCambridge Duffy Group has recently added cloud-based accounting to its portfolio of services and has expanded into the Republic of Ireland.
Headquarters: Derry, Northern Ireland
Employees: 140
In This Case Study
Michael and the team at McCambridge Duffy identify inefficient document management processes and implement an easy-to-use solution with great results.
Frustration with Inefficient Processes Grows as Number of Clients Increases
The traditional methods McCambridge Duffy Group relied on for document collection were very time-consuming. Generally, the company used the postal service, email, and occasionally, WhatsApp to coordinate their document collection.
In addition to being extremely time-consuming, as volumes grew it became increasingly challenging to deliver the quality of service McCambridge Duffy Group is known for when following up with clients. Because the process wasn’t very intuitive, interactions with the firm were often difficult—a far from ideal first experience for customers to have with the McCambridge Duffy brand.
Reaching the Tipping Point
The cycle times experienced by the McCambridge Duffy Group had always remained stubbornly high. When the pandemic hit, that problem became even more pronounced as the firm’s volumes increased dramatically. Simultaneously, following up with all clients became increasingly difficult due to higher volumes of clients and cases.
“The amount of time that a McCambridge Duffy employee is required to spend on a case has been reduced by more than eight times...” – Michael Rutherford, Director, McCambridge Duffy
Frustration with Inefficient Processes Grows as Number of Clients Increases
The traditional methods McCambridge Duffy Group relied on for document collection were very time-consuming. Generally, the company used the postal service, email, and occasionally, WhatsApp to coordinate their document collection.
In addition to being extremely time-consuming, as volumes grew it became increasingly challenging to deliver the quality of service McCambridge Duffy Group is known for when following up with clients. Because the process wasn’t very intuitive, interactions with the firm were often difficult—a far from ideal first experience for customers to have with the McCambridge Duffy brand.
A Platform That’s Easy To Use and Expedites The Document Collection Process
The McCambridge Duffy Group began its search for technology that would help them improve their efficiency while also improving the experience of its clients. The firm needed a solution that would expedite its document collection process, increase the overall quality of interactions between clients and the firm, and quickly provide a return on investment as McCambridge Duffy continues to expand into new markets and geographies.
McCambridge Duffy chose to implement FileInvite and is already pleased by the improvements that have been made. For the firm’s clients, the FileInvite document collection platform provides a user interface that is extremely easy to use. It also keeps things moving by automating the sending of SMS reminders and other parts of the follow-up process.
“Implementing FileInvite has allowed staff to focus on providing more meaningful advice to each client even as the number of clients has more than doubled.” – Michael Rutherford, Director, McCambridge Duffy
The Result: A Dramatic Reduction in Collection Time, Improvement in Quality of Advice, and Better Client Experience
Almost immediately, the McCambridge Duffy Group reduced the amount of time it takes to collect documents to nearly one quarter of what it was before deploying the FileInvite technology. In an improvement largely driven by FileInvite, processes and procedures that took the firm’s practitioners forty days previously now takes five;
The amount of time that a McCambridge Duffy employee is required to spend on a case has been reduced by more than eight times.
Many at the firm consider FileInvite revolutionary for the simplicity it introduces to the process of identifying what documents have been returned, and then verifying them or notifying the client if they are not suitable. It saves massive amounts of time by practically eliminating the need for lengthy and often non-productive email exchanges.
Client feedback has been excellent. They report being able to quickly and easily upload documents whether they’re working on their desktop or using a mobile device. Being able to submit documents on a platform that is vastly more secure than email is another aspect of the adoption of the FileInvite platform that is appreciated by the firm’s clients, who are required to submit information that is highly sensitive and personal.