Embark Group has announced it is partnering with Origo to digitise letters of authority on its Embark Platform, as part of the group’s programme to digitise and leverage technology to improve customer journeys.
Embark is one of the early adopter platforms currently trail blazing Origo’s Unipass Letter of Authority (ULoA) digital service. This new technology improves and streamlines the processing of letters of authority (LOAs), removing a key point of frustration for many advisers, and delivers better outcomes for consumers.
Origo’s system improves service propositions through speedier fulfilment, approval and turnaround times for LOAs, whilst ensuring they are completed securely and in full compliance with the GDPR.
By eliminating a physical paper trail, the service removes both the process points where there is potential for human error and the risk of postal delays.
Designed with input from advisers, platforms and providers this new system will reduce calls to Embark’s service centres, increase productivity, digitise a dated paper process and ensure customer service interactions can be focused on adding real value for customers and advisers.
Having doubled the number of people in its customer service team in Dundee earlier this year, this partnership forms part of a wider investment by Embark in both people and technology to enhance its customer experience and adviser proposition.
Jackie Leiper, CEO at Embark Group, said: “The LOA procedure can feel a long drawn out process for both advisers and their clients and is an industry-wide problem. Embark receives thousands of requests for information and change of service requests each year. Partnering with Origo will allow us to digitise these requests, speed up processes and allow our team to spend more time on meaningful customer interactions. We cannot wait to begin working together to improve the experience for our adviser community.”
Matt Noble, head of Business Development at Origo, said: “We’re proud to have Embark join our Unipass Letter of Authority digital service. We strive to work with firms pioneering a digital-first agenda who want to use tech to improve user experience and drive efficiency. Our work with Embark will bring all that and more to their customers.”
