Lantern Enhances Customer Support with Tech Integration

Lantern has strengthened its customer support systems with new technology integrations. The Lantern customer support upgrade reflects its commitment to faster, smarter service.

The software, powered by DebtStream, launched earlier this month, introducing new features designed to make financial management more straightforward for customers, providing them with tools to help them reduce their debt based on their circumstances. 

Modernising what was an outdated model, DebtStream provides customers with simpler payment options, and data driven personalised customer journeys enabling better outcomes for customers.  

The software works alongside Lantern’s debt advisors, integrating the digital services real-time through new API services supporting a seamless journey across channels ensuring advisors can see activity completed online. 

The move comes as Lantern seeks to revolutionise its operations, with the company looking to further invest in technological advancements in the year ahead to make the debt recovery process as seamless as possible for its customers. 

Listening to customer feedback for a more accessible platform, Lantern adopted DebtStream to make the debt management process as streamlined as possible and easier to navigate for users. 

Paul Mason, Lantern CEO, said: “The nature of our work often means that the customers we support are already in a situation where they are seeing their finances stretched and are having to deal with the challenges and stress which comes with that. 

“We recognised that our previous software wasn’t serving their needs as well as it could. We’ve taken this major step forward to adopt DebtStream, which provides a platform that delivers on our values of providing an empathetic, ethical, and sympathetic approach to debt management.”

Key features will see the portal provide Google and Apple Pay payment options, simplifying the process and encouraging transparency.

It also offers a comprehensive affordability assessment, helping customers structure an affordable plan whilst highlighting vulnerabilities so they can seek advice and guidance. 

Customers will be able to keep track of their progress towards clearing their debt, at a time that suits them enabling them to take control of their financial situation. 

Previously, these processes required customers to call Lantern’s support centre. The updated portal allows direct ongoing management of payment plans to save time. 

Meanwhile, accessibility is improved with multi-language options and a pre-populated benefits calculator, helping customers to identify welfare assistance they could be entitled to. The Lantern customer support enhancement includes automation, improved workflows, and greater digital accessibility for users.

David Gil Welsh, Lantern Director of Pricing, Data & Analytics, led the adoption of DebtStream. He said: “By integrating this technology, we’ve made it easier for customers to manage their finances while maintaining the level of tailored support and guidance they expect from us. It’s a significant investment in our mission to deliver ethical, accessible, and innovative debt recovery solutions.” 

Gareth Bailey CEO and Co-Founder at DebtStream, said: “We’re proud to partner with Lantern to deliver a digital solution that truly puts the customer first. With our platform designed to simplify and modernise the debt management process, Lantern’s commitment to innovation and customer-centricity aligns perfectly with our mission to create better outcomes for everyone involved in the debt recovery journey” 

Lantern provides customer-focused solutions for individuals who are struggling with their financial obligations, supporting them with sustainable repayment options. 

Since 2008, Lantern has supported more than 2.5 million people clear their debt, providing them with flexible solutions that work for them and winning awards for its customer service. This Lantern customer support upgrade positions the company for long-term growth in customer experience across financial services.