dlc - Responsive website
dlc is the UK’s leading, independent debt recovery firm, managing outsourced collections for their FTSE100 clients. Cyber-Duck was commissioned to develop a customer payment portal, ‘mydlc’, that would allow users to settle payments easily online. It would replace a problematic third-party implementation, which was difficult to navigate, lacked brand identity and was not optimised for mobile devices.
Mydlc was built with the customer in mind, as it was vital the new portal offered its users a personalised and hassle-free experience to reaffirm dlc’s status as an extremely customer-centric business. Offering a single-branded experience with flexible payment options would increase trust, and empower customers to manage their own accounts. This would quicken their debt resolution, thus allowing their customers to look forward to a debt-free, financially stable future. The long-term communications strategy is for all customers to benefit from the portal; this would also streamline dlc’s business processes, reducing the amount of calls and time spent on admin.
The new portal has been a fantastic success. Since launch in December 2013, the monthly average revenue has increased by 228%, and 40 hours of agent time per month has been saved.