Case Studies - Anglian Financial Services

Anglian Financial Services, a division of Anglian Windows Ltd, are one of the UK's largest independent mortgage introducers. Their headquarters in Norwich serve as the central hub for a nationwide network of consultants, and as the centre for administration of customer accounts. Key Business Needs

• More efficient, auditable working methods for dealing with client cases
• Visibility of client data and correspondence, so that enquiries can be dealt with by any member of staff
• Availability of reports for management decision making

"Within a week, our new employee who had little prior knowledge of our business, was able to fully manage client accounts, with just a small amount of help from staff members and our system documentation"

— Sue Lever, Office Manager

The existing working practices within AFS were labor intensive, involving manual filing. Mortgage handling could only be performed by experienced staff due to the complex procedures, and keeping track of cases was a difficult task. After carefully analyzing the requirements and workflow within the company, a GoldMine system was proposed. This would provide:

• Automated process workflow with full case history, which ensures every case is dealt with effectively
• Full correspondence logging, including telephone calls and e-mails, allowing the progress of cases to be tracked easily.
• Instant availability of reports on up-to-the-minute customer data, empowering management to make informed business decisions

An additional proposal was an electronic document management system integrated with GoldMine. This would drive the company towards the goal of a paperless office.

• Customer Service representatives can instantly retrieve customer documents with just a few clicks
• Documents can be sent out electronically to customers and lenders, lowering administration and postage costs
• The need for manual filing is eliminated, cutting costs and storage space requirements

The proposed system was successfully implemented in 2003, and since then AFS' business has grown steadily without the need to take on extra staff to handle the extra workload. The flexibility of the system has enabled AFS to extend the range of services they offer, and its ease of use enables new employees to become effective members of staff in a very short space of time.