Case Study

Hastings Direct

By Inicio.ai

Hastings Direct wanted to improve their options for consumers to engage regarding their financial challenges, delivering a digital solution to check what they can afford so that they can set up a payment plan.

They also wanted to provide their agents with a simple tool to guide I&E capture in a consistent, auditable, efficient and compliant way.

80%

Reduced Agent AHT

70%

Uptake of digital i&e's

88%

I&E Completion rate

“The implementation process has been straightforward, clearly signposted and there has been consistent and proactive support throughout. Response to queries has been excellent and the hosting of training/catch-up sessions helped drive forward go-live. There is a clear and considered implementation plan, guided by SMEs who have an in-depth understanding of the tool and potential areas of friction. The team have created an open and honest partner engagement that has helped the team become comfortable with the tool as quickly as possible

Inicio made the process as straightforward and interactive as possible! The Ops team are excited and super comfortable with go-live which is an amazing achievement”

Rob – Delivery Lead

“The team actioned changes and answered questions really quickly.”

Craig

Digital Product Manager

“The training for the Inicio platform was a real breath of fresh air. The team were friendly, highly engaged, and gave the overall impression that nothing was too much trouble. Their instructions and communications were well thought out, clear and concise, ensuring everyone had the correct access and that we were entirely comfortable.

They added a real human touch to something that can sometimes be very stilted and stale. It felt like Inicio had been part of our team for years, and it was a genuine pleasure to work with them to get live“.

Dave

Test Lead

“Really responsive SMEs who helped us at each stage of the project. Right from attendance at our requirements session to help us understand what was realistic and feasible, through to identifying measures we could put in place to track the Success Criteria and finally through to designated support for the implementation and warranty period.”