LCH is taking the next step in its digital transformation, working with One Beyond to use AI and automation to streamline time-consuming processes and enable its customer service team to work faster and more efficiently.

By introducing AI, OCR and automation into key back-office processes, LCH is reducing the need for manual checks while ensuring its solution meets the company's important data protection and compliance requirements.

At a glance

Faster processes

AI and automation help LCH streamline manual back-office tasks and accelerate processes where time is critical.

Smarter customer service

Routine checks can be handled more efficiently, freeing customer service agents from repetitive administrative work.

AI-powered automation

AI, OCR, automated processing and API integrations create opportunities to automate previously manual workflows.

Compliance built in

The solution has been designed around LCH’s GDPR and ISO 9001 requirements, including the need for personal information to remain in the UK.

A platform for what's next

The project has opened up new possibilities for LCH to explore further applications of AI and automation across the business.

"We had a very clear objective of what we wanted to achieve, but we only know what we know. With One Beyond and the team there, with the experience and the skills that they had, they managed to bring our aspirations to reality."

Martin H. Head of Operations, LCH

About LCH

LCH is a car hire company that partners with some of the UK's largest motor manufacturers and roadside assistance providers. When a customer's vehicle breaks down, LCH's goal is to provide a suitable replacement vehicle — typically brand for brand — within just a few hours. That makes speed fundamental to the service. Behind that customer experience, however, are numerous checks and processes that need to happen quickly, accurately and securely.

The Challenge

With time playing such an important role in LCH’s service, the company identified an opportunity to make its processes faster and more efficient.

Customer service agents were spending significant amounts of time completing relatively simple but necessary back-office tasks. These included manual DVLA checks, credit history checks and anti-fraud processes.

LCH recognised that many of these activities could potentially be completed faster and more effectively through AI and automation, allowing its customer service team to spend less time on repetitive administration.

Any new approach also had to meet stringent compliance requirements.

Because processes involve personal information, LCH needed to ensure data remained in the UK to support its GDPR requirements. The solution also needed to meet the requirements of its ISO 9001 framework and complement its existing management system.

Our Solution

LCH partnered with One Beyond to streamline manual processes and explore how AI could make its operations faster and more efficient. Through collaborative discovery workshops, we identified opportunities to use AI, OCR, automation and API integrations to reduce repetitive tasks and improve the way information is processed. By combining LCH’s business knowledge with our technical expertise, we developed practical solutions that improve efficiency while meeting important operational and compliance requirements.

For LCH, that collaborative approach has been an important part of the partnership.

Rather than submitting a fixed scope and receiving a predetermined solution, the company works with One Beyond to explore its challenges, understand the available technologies and jointly determine what will work best for the business.

And the current project is only the beginning.

“I would recommend anyone who’s looking to embark on an AI journey and automation to speak to One Beyond, because they have experienced colleagues who can provide ideas and solutions which companies may not have even thought about.”

LCH is already identifying further opportunities to apply what it has learned to other areas of the organisation.

“It’s only the start of our journey. We’ve got lots of other things that we’ve learned during the course of this project that have made our brains start whizzing about what we could do next. So it’s definitely the beginning of our journey and not the end.”

A closer look at features and benefits

AI-assisted processing - Creates opportunities to automate routine tasks and support faster decision-making.

OCR technology - Enables information to be captured and processed without relying solely on manual data handling.

Reduced manual checks - Helps streamline back-office processes such as DVLA, credit history and anti-fraud checks.

Automation and bot processing - Allows repetitive processes to be handled more efficiently, reducing the administrative burden on customer service teams.

API integration - Enables systems and services to work together as part of more connected, automated workflows.

GDPR considerations - LCH's requirement for relevant personal information to remain within the UK formed a key part of the solution.

"What I really like is that we're given multiple options and that we're part of the conversation, whether that be bot processing, automation, API call-outs and AI for decision-making."