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CHOOSE YOUR CHANNELS.
A new generation of debt advice, with Rosie Thompson,
Online Services Manager at My Money Steps.
Matching the right people with the right services
them. Since then we’ve built up 43,000 registered users –
is an essential part of delivering valuable debt
users who have formally signed up and entered their details
advice. And as demand for trusted support has
into the programme – and that figure is growing year on year.
grown, providers have been exploring new
channels to meet the needs of their growing customer audience. “One of its strengths is that it is a complete advice tool and
has been designed to offer an easy-to-follow service. Just as
For many agencies, providing an online service to
an advisor would ask clients to talk through their financial
complement and work alongside more traditional phone or
status and history; including debts, income, budget, arrears
face-to-face support has become a vital piece of the debt
and repayment plans, the online system allows users to input
advice jigsaw. Here Rosie Thompson, Online Services
all of that too. The programme can then provide tailored
Manager at My Money Steps (MMS), a web-based system
suggestions to support them going forward.
managed by National Debtline, explains the benefits it
brings to advisors and clients.
“Customers can access the diary and email reminder
functions to help manage their situation. My Money Steps
She says: “The debt advice landscape is constantly
can also be used as a long-term tool that tracks and updates
evolving and online services are a key part of delivering
as finances change. So if a user’s situation changes, it can
support in the modern world. Our web-based service, My
review their status and make new suggestions.
Money Steps, is part of the overall package that National
Debtline can offer. It ensures we have another way of
reaching those in need – and of relieving the pressure on
Advice and support is further separated
other channels used to deliver advice.
into different categories including:
“We want to create more awareness – among consumers and
the debt advice industry – about how it works and the
benefits it can bring both groups. The original service
launched in 2010 and became available to users in August
2011. Even before 2010 we had started to identify that there
was a growing segment of end users who were looking to
access advice online.
“It was always designed to run alongside our other services;
to provide a new or additional way of engaging with
customers who felt that online was the right approach for
12
UKAR ARENA WINTER 2013
• Protecting Your Income
• Boosting Your Income
(including maximising benefits)
• Budgeting Advice
• Debt Options (from making affordable payment
offers through to bankruptcy)
• How to Deal with Debts with Extra Rules