Customer app Marston Holdings has developed an app that enables customers to view cases, documents and correspondence, complete income and expenditure assessments, request payment arrangements and access FAQs. Customers can access this information by scanning the 3D barcode printed on all letters using their mobile phones. The app enables omnichannel digital interactions and supports positive interaction by empowering customers to determine their preferred route of communication. These channels include telephone, SMS and webchat as well as video call functionality (an industry first) to support customers experiencing vulnerability and financial difficulties.
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