A leading UK motor finance company partnered with Huntswood to enhance and transform its core complaints and service quality (SQ) processes. The objective was to reduce complaint volumes, improve efficiency, and ensure compliance through digital automation and continuous improvement.
The Challenge:
The client faced several operational pain points:
- High complaint volumes driven by repetitive issues and unclear journeys
- Fragmented knowledge and disjointed resources causing inconsistency and longer handling times
- Manual letter drafting taking 45 minutes per case, leading to delays and errors
- Slow and error-prone manual checks for DPA/DPO validation and triage
Our Solution:
Huntswood conducted a process diagnostic study to map journeys and identify bottlenecks, prioritising letter writing automation through the Continuous Innovation Board (CIB). Key solution components included:
- AI triage and classification: automated reading of advisor notes to categorise complaints by type and timeline
- Rules-driven automation: applied over 50 business rules (legal/financial) to ensure compliance
- Dynamic letter assembly: used a modular library to generate structured, compliant letters with correct tone and clauses
- Human-in-the-loop: produced editable word outputs requiring final advisor review and approval
The Results:
- 80% faster compliance letter drafting, significantly reducing handling times
- Delivered cost optimisation and improved customer experience
- Reduced training time and boosted operational efficiency