Debt Free London provide debt advice services, helping over 24,000 Londoners with their debt and money problems each year since they formed in 2006. Their trained and accredited advisors are drawn from 21 partner charities, based across 55 sites throughout London, helping with all types of money worries from rent and council tax arrears, to credit card and catalogue debt. They can work with clients to prioritise their bills and debts, supporting them when writing letters and advocating on their behalf.
Debt Free London provide expert “face-to-face” debt advice to Londoners 24/7 using cloud-based RACE from Ciptex.
When Covid 19 hit, the UK and the government announced that the entire country was forced to go into lockdown, resulting in Debt Free London having to close their advice centres overnight. Their challenge was to find a solution that would enable them to continue to support their client group using technology to compensate for the lack of direct contact.
This requirement was made harder due to the involvement of 21 partner organisations with no consistent IT infrastructure and no single point of access. Some organisations were using webchat, whilst others were utilising WhatsApp via a personal number. Initially, Debt Free London required finding a platform that would give them a single access point with no local IT dependencies and support for home workers due to lockdown. Ciptex Race enabled Debt Free London to continue providing expert and free debt advice to Londoner’s throughout lockdown.
Since 2006, Ciptex has been creating and aggregating cloud technologies to deliver secure, resilient and innovative contact centre and telephony solutions. Ciptex have successfully deployed projects across the UK, Europe, North and South America, and Africa, with clients ranging from SME’s to Central Government and NASDAQ.
RACE is a rapid deployment solution that can be set up in minutes. It addresses the challenges of deploying agents to work from home. It can support traditional voice and newer digital channels of communication, including native web chat, video chat, WhatsApp and Facebook Messenger, alongside Email and SMS. RACE is a true SaaS solution which is fully elastic and highly resilient, supported across multiple AWS locations worldwide (including London where we can home the call recording data).
“Since the service has been in use, Debt Free London has facilitated over 4,700 conversations with clients; this could not have been achieved if Debt Free London were not using Ciptex RACE.”
– Matt Dronfield, Head of Debt Free London
About Ciptex Ciptex design, build and manage bespoke communication platforms for organisations that want to provide a leading-edge customer engagement experience. We are a Gold partner of Twilio, the world’s leading programmable communications technology vendor. With vertical specialisms in not-for-profit, government and financial institutions and experience across Europe, America, and Africa, Ciptex is rapidly becoming a significant supplier of custom-built customer engagement solutions to organisations across the globe.