Case studies published on this website have been archived, and some information and links may be out of date. This follows the acquisition of Albany Software by Bottomline Technologies in September 2012.


EMR Insurance Services

EMR Insurance Services, part of HOV Global Services Limited, the global business process outsourcing company, has been working with Albany Software, the pioneering developer of electronic payment and collections solutions, since 2003, to enable efficient insurance premium collections and settlements within the health and motor sectors. EMR Services recently extended its contract with Albany after a period of growth for the company, resulting in an increased customer base and higher volume of payments to process, which have so far totalled almost 100,000 transactions with a value in excess of £25 million.   

Kent-based insurance provider, EMR Insurance Services, is part of Indian owned company HOV Global Services, a global business process outsourcing company that provides end to end solutions for healthcare, banking and publishing. Prior to working with Albany Software, EMR Insurance Services relied on their bank software to process payments manually. However, this method was prone to error, highlighting the need to move to a robust solution that would meet the needs of the growing company and its customers. The secure electronic payment solution from Albany allows automation of the payments process, thus streamlining existing processes, eliminating errors and increasing efficiency across the business.

Kevin McMullan, Finance and Technical Controller at HOV Services, explains, "As the company continued to grow, our volumes of payments and collections increased to new levels which our business had not handled previously. We needed the software in place to handle these volumes and eliminate the risk of error in our business. The Albany solution offers us a Bacs payment method with varying levels of authorisation allowing us maximum control over our monthly collections and payments - instantly eliminating errors. It also offers us the ability to streamline our existing operations placing a high value on the time-savings we are receiving, which enables us to deliver a first-rate service to our customers."

EMR Services use the software to handle both incoming and outgoing payments and fully manage their Direct Debit collections. Investing in the software has freed up all the time that one employee used to spend processing payments manually.

For EMR Insurance Services, one of the reasons for extending Albany Software's contract for so many years was the level of service that Albany provides to its customers. McMullan continues, "The support and service we receive from Albany overall is a big driver for us to stick with them as our trusted payments solution provider. They are UK based and not stationed in a call centre, which makes a huge difference compared to other software companies - it means you can talk to someone who understands your business and can offer a quick resolution to any query."

McMulan concludes, "The Albany Software team's dedication, support and training makes the process of using their software easy, trouble-free and an enhancement to our business."

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