TECHNOLOGY the whole customer journey and process electronically . Looking at it from the perspective of the end customer , this will allow e-signatures , processing of online payments through a mobile or tablet device , and having the ability to access their credit agreement documents electronically .

“ Wherever possible , we are making the customer journey self-service or digital . For brokers , it ’ s about integrating as best we can with their existing systems and tools to make the process seamless ,” says Woolgrove .

“ The overall goal is to make it easy for customers to interact with us in any way they want , which in today ’ s world means that most of that interaction is available online and is designed to be as simple and straight forward as possible .”

With technological innovation and an ever-growing increase of power at the customer ’ s fingertips , it ’ s difficult to pin down a single moment that kickstarted this digital process for Premium Credit . Simon Moran , Chief Sales &

Number of Premium Credit Limited employees

Marketing Officer , has been with Premium Credit for 18 years and goes as far as to say that this process is best represented in phases . Commencing around 10-15 years ago , large scale electronic data interchange between systems laid down the foundation for the next phase of more self-service opportunities for the end customer and for brokers . The current phase for Premium Credit is allowing that to be more and more channel agnostic , with the company ’ s exchanges and interactions with customers and brokers available across all devices .

“ We are increasingly able to support customers to move between channels when interacting with us and that ’ s the same for our brokers . Access to information and customer journeys via mobile has grown rapidly ” says Moran .

“ It ’ s been an ongoing journey as we react to end-user demand , build the technologies to meet that demand , and plan for the next technological advancement .”

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