Industry
Financial Services
Client
Charterhouse Claims
Our Role
Automating Claims Processing
"We don’t see ourselves ever needing to use anything else. ORCA does exactly what we need"
About Charterhouse Claims
Charterhouse Claims is a UK-based claims management firm supporting customers in the
recovery of compensation for irresponsible lending and mis-sold car finance. With an emphasis on
transparency and empathy, Charterhouse have gained the trust of thousands through their
dedicated support. The secret to their success? Implementing ORCAutomation as a solution to
tackling high-volume claims processing, whilst maintaining a close-knit team, prioritising the
personable and saving on overhead costs.
Background
Charterhouse have employed automation software as a method of managing their claims process for many years. However, when their previous software supplier moved away from the claims processing sphere with relatively short notice, a new solution was required.
With a significant client database in need of migration to a new system, deliberating an approach to changing software providers illuminated some potential challenges. Alternative automation systems could provide flexibility, but costly in-house development teams would be required to take the system from a blank slate to a polished solution.
Early conversations with ORCA’s team suggested the potential for a different approach. Through challenging demos and discussing company priorities with ORCA, Charterhouse were able to establish their non-negotiable desires before taking the plunge. ORCA could provide the flexibility seen in other system providers whilst also having the capacity to take on Charterhouse’s existing process without further bespoke development.
ORCA's Impact
ORCA’s dedication to preventing the suspension of Charterhouse’s work due to system migration resulted in a dedicated weekend of data transfer. The flexibility of ORCA’s team allowed for Charterhouse to conclude work on a Friday evening and begin once more the following Monday morning, with many hundreds of thousands of records active in ORCA, something that the team greatly appreciated.
ORCA’s flexibility allows for Charterhouse’s team to generate reports freely, speeding up and simplifying real-time reporting. With independent access to their own private database, Charterhouse’s overall efficiency has increased through the generation of a dedicated workspace that will not become overwhelmed.
With an open and consistent line of communication to support staff and experts within Charterhouse’s specific business vertical, ORCA remain on hand to tackle any and all desires or problems. This allows for developers to relay updates on requested features instantly and confidently tick off Charterhouse’s requirements one alteration at a time.
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ORCA’s pre-built integrations such as SMS, email and document generation allow for the Charterhouse development team to better allocate time to creating further specific integrations to their business, all easily implemented using ORCA’s API.
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