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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.
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.
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, while also becoming more important, since dozens of cases were being referred to McCambridge Duffy every month, with hundreds of applications arriving still in the initial pre-qualification stage.
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.
For the firm’s staff, the FileInvite implementation has significantly decreased the amount of time required to collect documents, regardless of how many documents are being requested. Thanks to the alerts and status updates automatically generated by FileInvite, staff can review, approve, or request additional documents in real time rather than exchanging multiple emails with groups of attachments. FileInvite facilitates the flow of content, enabling staff to have an always up-to-date view of where customers are in the process and respond accordingly.
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.
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.
One immediate impact of the dramatic time savings is that the firm’s practitioners can spend more time offering the level of expertise for which McCambridge Duffy is known. 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. The increase in capacity will make it possible for the firm to continue expanding without continually increasing its number of employees.
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.
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