Equity Release Automation: From Setup to Results in 2 Weeks
Equity Release Automation: How Age Partnership Achieved 30% Efficiency Gains in 14 Days
Driving quality assurance efficiency with NLP-powered innovation
Aveni is working closely with one of the UK’s leading equity release advisory firms to transform its Quality Assurance monitoring capabilities with enhanced coverage, speed and accuracy.
30%
Up to 30% faster to complete a fact find review
75% automation target in 6 months
2 weeks set-up to begin uploading calls
Overview
Age Partnership is one of the UK’s leading equity release advisory firms. It’s the only equity release adviser of its size to provide multi-product advice covering later life lending options to find the right solution for its clients. Age Partnership places client experience and outcomes at the forefront of its priorities. Each client’s unique situation is carefully assessed, and the firm finds the best product and plan for their individual requirements. This unwavering commitment to client-centric practices reflects the company’s steadfast dedication to its core values and forward-thinking approach to fintech innovation.
The Challenge
The time taken for a quality assurance (QA) assessor to review a call manually can be lengthy. An assessor might also listen to a whole call which may contain no issues. Age Partnership’s QA and compliance teams were looking for a solution to address several areas: speed up their QA process, increase oversight of client interactions, and provide data led evidence of compliance to meet FCA Consumer Duty regulations. They needed something that was easy to use, could be integrated with their existing in-house CRM system, and that would provide them with actionable insights following a QA assessment.
The Solution
Age Partnership’s QA, Compliance and IT telephony teams worked closely with Aveni to implement Aveni Detect, ensuring it integrated seamlessly with the CRM system. Setup was fast with Age Partnership able to access the platform to port in calls in a matter of weeks. After training, Age Partnership’s dedicated super-users met with Aveni’s customer success team on a weekly basis to ensure a smooth on-boarding process and provide an opportunity to quickly address any questions from users. It also allowed Age Partnership to learn more about the platform and its capabilities, and continue to update its Supervisors on progress and results.
The Result
Aveni Detect has also helped Age Partnership gain greater visibility and oversight, especially from a Consumer Duty standpoint. It allows their compliance teams to provide additional evidence to the regulator on how they’re identifying vulnerable customers.
Gavin Syson, Head of QA from Age Partnership, explains the next stage is, “to build the confidence of all Supervisors to navigate around the calls to make full use of the system, which will further increase efficiency and allow us to concentrate on key suitability issues.”
“Working with Aveni has been a pleasure. Communication and regular meetings throughout the implementation process have been excellent and it has been easy to catch up on an ad hoc basis when required. They’re an exceptionally knowledgeable team with a can-do attitude which is invaluable when deploying tech solutions of this nature.”
