PensionBee improve handling times by around 50% by improving document transfer into Salesforce.
PensionBee is an award-winning online pension provider that takes pride in having simplified the often-complicated pension transfer process into a simple, easy-to-use process available online or by smartphone. The team at PensionBee work hard to ensure that their online pension service is easy to use, efficient and provides clarity, and they have received a wealth of positive reviews and awards to recognise this.
The company is a strong advocate of using technology to advance customer experience and to empower its own teams, embracing every opportunity to improve the systems it has in place.
Working with Embrace Digital, PensionBee has undertaken a project to further enhance their existing mailroom solution to maximise customer service and efficiency gains. The automated mailroom ensures that client documentation is captured, indexed, and routed to Salesforce for further processing.
As part of this programme, PensionBee recognised an opportunity to further improve the efficiency of document processing and transfer into the company’s Salesforce application. The speed of transition into Salesforce, along with handling time within Salesforce, is important in determining the company’s response to client requests and ensuring that the solution is capable of handling ever-increasing document volumes as their client-base expands.
Working with Embrace Digital, PensionBee analysed the process and identified actions to improve the interaction with Salesforce. Whilst the existing solution met the company’s needs, there was a need to reduce the time documents spent within the initial capture stage and increase the positivity of the user experience. The original process prioritised data extraction and working of the data prior to transfer; the team recognised that this could be streamlined with better data handling upfront, which in turn assists the speed of delivery to Salesforce where further automated processing can take place.
Working on an Agile basis, Embrace Digital provided a system that has made the data capture element more transient, improved the user experience and enabled post items to be sent for handling in Salesforce at an improved pace, thus helping PensionBee to manage the overall process for their customers faster.
By enhancing this vital area within their mailroom operations, PensionBee has seen around a 50% improvement in handling times and PensionBee collectors are able to efficiently process documents through Salesforce now.
“We are delighted with the difference these improvements have made to our processing time. The feedback we receive from the client success team is very positive and we, together with Embrace Digital, have delivered an innovative and effective solution that is delivering tangible results to the business.”
Davinder Kaur, Software Engineer & Team Lead, PensionBee
The team will continue with their programme of improvements, including potential automatic processing of email data and performance monitoring, which will contribute to further reductions in handling time and allow for processes to be further reviewed and refined on an ongoing basis.