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Capquest uses Postcoder to stay in touch with its customers

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Capquest uses Postcoder to stay in touch with its customers

Capquest is a credit solutions provider that supports its customers with the repayment of outstanding debts, and is part of the Intrum Group.

Founded in 1985, the team prides itself on listening to people, understanding their personal circumstances, and working with them to find appropriate repayment plans to suit their varying needs and financial situation.

Talking about debt and working through the process of paying it off is not always easy but the team is trained to make that process a little more manageable.

two people working in an office, smiling at a computer monitor

We needed to find a solution that both the business and the customer could trust

Carl Horn
Head of Digital Servicing and Customer Transformation at Capquest
people walking down a busy London street

Developing a next generation customer portal

Capquest (Intrum) do their best to ensure they place their customers’ needs at the heart of their business, and pride themselves on their Purpose – leading the way to a sound economy. One way they do this is by providing customers with intuitive and easy to use tools that help them manage their debts and set up realistic repayment plans.

During a recent and large-scale upgrade of their online customer portal, Capquest (Intrum) wanted to help their customers fill-in their contact details more quickly and accurately. The benefit was two-fold: it would reduce form completion time and provide higher quality contact data.

The team began to evaluate commercial APIs that provide address lookup and form validation. Carl Horn, Head of Digital Servicing and Customer Transformation explains, “Capturing high quality data from our customers, and making it easy for them to provide their contact details, is important to us. We needed to find a solution that both the business and the customer could trust.”

Capquest trust Postcoder for data quality

Capquest (Intrum) selected Postcoder, the API for address lookup and form validation. Carl said, “Postcoder is a single API that provides all the features we need, from address lookup right through to checking email addresses and validating mobile phone numbers. Rather than integrate several APIs, we only had to integrate one.”

Postcoder supports a range of features to help people fill-in their contact details on websites and apps. It provides postcode lookup and predictive address autocomplete, which offers suggestions as you start to type your address. It also provides real-time email validation and mobile phone number validation.

Two people using laptops in a cafe

Postcoder is a single API that provides all the features we need... Rather than integrate several APIs, we only had to integrate one

Carl Horn
Head of Digital Servicing and Customer Transformation at Capquest
Capquest portal login screen

Integration into the customer portal was straightforward

Capquest (Intrum) integrated Postcoder into their customer portal and put it through its paces during testing.

Carl explains, “Our technical team found the integration very straight forward. Postcoder has excellent documentation and sample code which really helped. All of our testing proved successful which helped to keep the project on track.”

“We were particularly impressed with the Postcoder admin area which allows us to keep an eye on our usage. This enables us to increase or decrease our monthly limits depending on the needs of our business.”

Postcoder provides flexible payment options

Capquest (Intrum) opted for a monthly plan which enables them to perform a set number of requests each month, which proved to be the most cost-effective way for them to use the service. Any usage above the monthly allowance simply incurs an extra fee as agreed with them, but it means they have a monthly charge they can budget for and make full use of.

Carl concludes, “We are delighted to be using Postcoder and we’ll continue to leverage this powerful tool to capture high quality data from our customers during the years ahead.”

Smartphone lying on grass showing Capquest homepage on screen

Postcoder has excellent documentation and sample code... We were particularly impressed with the Postcoder admin area.

Carl Horn
Head of Digital Servicing and Customer Transformation at Capquest