How Freedom Debt Relief transformed their onboarding process with Upscope
Who are Freedom Debt Relief?
In 2002, Founders Andrew and Brad created Freedom Debt Relief (FDR) in order to provide a consumer-friendly option for people who were struggling with debt. Their mission was to offer a debt relief program that enabled people to reduce debt, build wealth and achieve financial freedom. They now offer a comprehensive program that helps the customer build savings, negotiate better settlements with creditors and work their way to being debt free.
FDR pride themselves on educating their customers and building trust right from the first call. Therefore they wanted to build a unique digital sign-up flow which would achieve these two crucial outcomes. It was clear they needed to enhance their over the phone process to help make things crystal clear for the customer, to do this they needed a solution that would:
Using co-browsing, FDR can now onboard prospects through an interactive visual process. This has allowed them to add an innovative layer of digital communication into their existing tech stack. Seamlessly working alongside their existing over-the-phone onboarding process, FDR operatives now co-browse with the customer through a personalized slide deck.
The New Process
Customers fill in an initial data collection form
An onboarding agent would reach out via telephone to qualify to applicant
Whilst on the phone, the onboarding agent would initiate a co-browsing session
From there, both the agent and customer will move through FDR’s onboarding slide deck until completion