Overdales are a specialist law firm, supporting third-party collections. It was created originally as a result of the merger of Lowell Solicitors and Lucas Credit Services.

miPeform has been supporting Overdales since 2022, with an initial deployment of our scorecards and quality modules to specialist advisors. This led to an improvement of conversion by four percentage points (a significant achievement in this market), whilst retaining quality performance in all other metrics.

Overdales are leading with miPerform capabilities when engaging new clients, to demonstrate the operational control, efficiency and effectiveness that miPerform enables.

The Challenge

Originally, the MI and reporting of Overdales’ systems stopped at team leader level. The business was keen to see how they could bridge the gap and share MI directly down to an agent level.

Before our deployment, this meant that team leaders spent time and resource preparing reports and information to share with their agents. Overdales were looking for a solution which would satisfy the GDPR and PII requirements of their business, but would ultimately allow agents to self-serve.

The Solution

Initially, miPerform was brought in to provide agents with an easy-to-use interface to access their performance stats. As the project developed, Overdales also recognised the benefits of the quality tools that we offer in the miPerform platform.

We started to understand what miPerform could help us to optimise, and from there we’ve incorporated more and more of our internal solutions into miPerform.

This led to Overdales moving away from the reliance on spreadsheets, and the development of standardised Quality Assessment forms and consistent processes within miPerform.

Outcomes

The deployment of our platform has achieved the following benefits for Overdales:

• Enabled agents to get feedback in a much faster and efficient way
• Consistency of processes and presentation of MI
• Standardised forms and completion tracking rates
• Instant recognition and rewards for high performers
• Ability to identify issues and employ immediate remediation
• Engagement from agents and increased performance
• Uplift in business KPIs

When we initially went live with the MI, the colleagues being able to see their own data created an element of friendly competition inside a team, that's obviously really useful in driving performance. We saw an uplift in all five KPIs that we measure in miPerform. The tool is really empowering them to do what they need to.

Working with miPerform

Overdales have praised the flexibility and openness of working with our team, and the partnership approach that helps us deliver the best bespoke solution for our clients.

The product is there to optimise and build around what you need. You don’t need to build and optimise your working environment to suit the product. There’s an open conversation around, how can we make this work for both parties. And that’s rare.

The Future

Overdales are looking at how to best utilise miPerform across other areas of the business. We look forward to supporting them develop and grow.

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With thanks to Darren Rogers, Strategic Operations Manager, for his time and support with this customer story.

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