Direct Debit Audits and Process Reviews are the ideal starting point to understand your compliance, security and efficiency when it comes to taking payments.
When to consider Process Reviews and Audits
If you are considering a new CRM or finance software; want to grow your Direct Debit volumes; train new staff or reduce failed payments then you should plan a process review or audit as part of your project management. A thorough Process Review will ensure you best understand the strengths and weaknesses of the existing set-up and how improvements can be made. A compliance audit can help you confirm the status of existing processes.
We can help! We offer a range of packages. These vary from running a couple of online workshops to a full ‘root and branch review’ with a written report. Talk to us today and we will agree with you the best approach to meet your needs.
Review and Audit Options
We review the full, end-to-end process. Typically this follows the customer journey from the moment they decide to buy a product, pay you for services, make a donation or sign up for a subscription. What influences the payment method they choose? What is the best frequency, amount and method of payment for you and for them?
We then look at the flow of that information through your internal systems and processes. Are you complying with scheme rules? Could things work better to allow greater success with collections first time around? How can we reduce the admin time taken or help you get paid more quickly?
Focussing on your needs
A key focus area is risk – specifically in the processes that you use. That could be risk to you or to your customers. We then explore the contingencies and failovers you have in place. We look at how you will ensure business continuity and avoid the most common data issues.
The full review also includes a complete audit of customer communications. The time required will be dependant on the complexity of existing processes. Feedback is provided via a detailed report with a follow-up action list. This will be provided electronically. Alongside this, we arrange a feedback meeting to present and discuss the findings.
We review all aspects of your customer communications. This might include your sign-up approach with paper Direct Debit Instructions (DDIs), as well as your Paperless sign-up processes. Typically we review the DDI, telephone and face-to-face scripts, web pages and related communications such as Advance Notice and confirmation letters. We will assess compliance with both mandatory steps of the relevant processes as well as with best practice approaches.
The review can be conducted in-person or remotely via Teams or Zoom, depending on organisational preference. Typically comprising of a 2 – 3 hour meeting, the review will be followed by feedback on existing approaches in terms of compliance, as well as areas for improvement.
Process reviews and audits are useful for highlighting the good work and compliant processes already in place. This can have a huge benefit in boosting team confidence. In addition some of the projects we have worked on have uncovered huge savings with relatively minor changes. If you have questions about whether you approach remains complaint, secure and efficient, contact us. A Direct Debit Process Review and Audit will be the best way to find out.
