Cutting the cost of client verification

Leeds-based law firm Ison Harrison is one of the leading practices in the North of England. Historically Ison Harrison used manual paper-based verification procedures that required documentation from each client, including proof of identity and address sent by post. Once received, the ID verification process could take weeks, resulting in delays to a client's case.

To help Ison Harrison reduce costs and delays and maximise case progression, Callcredit implemented CallML, an electronic ID verification service. CallML uses a wide range of data sources, including the Electoral Roll and a wide range of independent positive and negative data sources, to almost instantly confirm a customer's identity - 24 hours a day, 7 days a week.

CallML was easily integrated into Ison Harrison's existing case management system, IRIS, and allowed them to perform the vast majority of all necessary client identity checks within seconds, rather than days. This meant that they could immediately start helping their clients.

As well as dramatically speeding up the verification process, CallML is not a big strain on the budget, with Ison Harrison managing to recoup almost 90% of their outlay by charging it back to the consumer as an admin fee. CallML has also resulted in a vast reduction in mailing costs. Sending passports and other important documents through the post could cost around £4 per time.

Mike Peel, Practice Director at Ison Harrison,

"Verifying a client's identity is no longer an obstacle. The process used to take 2-3 weeks for each client, and there was the risk of documents being lost or not sent at all. With CallML it's easy - it takes under a minute to verify a client is who they say they are, and because it's integrated into our case management system, the client's details appear automatically.

The Callcredit Account Management team were fantastic - they have a lot of knowledge and supported us throughout the project. We have one point of contact and they completely understand our pressures and needs. In terms of setup, as CallML was integrated into our own case management system, it was no effort at all. And Callcredit trained our staff in-house so the whole process was completed in a few months.

CallML gives us more control; we've cut out the slow and painful processes and are able to proceed with dealing with a client's case much quicker. So from a client service point of view we're giving the customer what they want. Firms have to progress, and electronic verification is the way forward."

 

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