Credit, Collections & Insolvency News
Debt Purchaser Lowell has delivered the first part of a UK digital transformation programme with the ‘go-live’ of a new consumer website for its Lowell Financial brand.
The new website sees significant changes to the existing customer portal both in terms of design and usability – with more to come. The site, which has been developed in partnership with Jaywing, reflects Lowell’s desire to constantly evolve and improve the customer experience.
Designed to be more user-friendly, the new site has better navigation and functionality to make understanding and managing accounts much quicker and easier.
Further development is already planned for the site; adding more functionality and content to broaden and improve the customer-experience, such as video and blog content to help people understand how to get the most out of their money.
More broadly, the site is part of Lowell’s investment in digital technologies to improve the overall customer experience at every part of their journey and at every contact point. Other areas of investment include automation and robotics of mundane tasks that free colleagues to deal with customers on those issues where only human interaction will do.
Commenting, John Pears, UK Managing Director at Lowell, said“Our customers expect to manage their accounts when and where they want. This upgrade to our website builds on the existing payment functionality to give them much greater control of the day-to-day running if their account.”
“What we have delivered is a much better customer experience – something more usable and approachable. Providing something that’s clear, understandable and easy to use is a key part of helping customers engage with us better on their terms.
“The website is just one step in our digital transformation programme. We are investing in a range of new technologies that make things better customers’ both by providing solutions for them directly, improving the tools colleagues have to help customers, and using it to free-up colleagues to spend more time with those customers that need our support most.”