Enhancing support: innovative digital applications for RNBT

Royal Naval Benevolent Fund (RNBT) is a charity dedicated to supporting those who are serving or have served as warrant officers and below in the Royal Navy and Royal Marines, as well as their dependents who are in financial need and distress. The organisation provides vital assistance to these individuals, helping them navigate financial hardships and secure the resources they need.

We spoke to Sam Allardyce, Head of Grants and Welfare at RNBT, to hear about their experience working with Lightning Reach.

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Before implementing Lightning Reach, RNBT faced some challenges in their digital application process for grants. “We had an application form on our website, but it wasn’t usable by all our beneficiaries depending on their platform or operating system. This led to many missed opportunities to help those in need,” Sam explains. The previous system was slow-moving and posed security concerns, especially when dealing with sensitive personal information via email. 

The application process was lengthy, requiring follow-up communication and often delaying the delivery of much-needed support. “Processing these applications took a long time so we were looking for something that would be more efficient in getting them to us so we can deliver support as quickly as possible,” Sam adds.

Discovering Lightning Reach

The Royal Naval Benevolent Trust first learned about Lightning Reach through colleagues at the Royal Air Force Benevolent Fund, who had already integrated the portal into their processes. “Seeing how other organisations were using Lightning Reach made it really appealing to us. The open banking feature, in particular, was a massive benefit,” Sam states. This feature allowed RNBT to assess applicants' financial needs more accurately, identifying issues like gambling that could affect their financial stability. 

“The ability to securely hold all information within the portal was crucial for us. It was far more secure than relying on email, where people often struggle to protect sensitive documents,” Sam notes.

Significant improvements and impact

Since working with Lightning Reach, RNBT has processed over 480 applications through the portal, with an impressive turnaround time. “On average, decisions are made within one to two days of receiving the application.” Sam reports. This marks a considerable improvement over their previous process.  

One of the biggest outcomes has been the high level of further engagement from applicants. Around 68% of RNBT’s applicants interacted with the portal beyond the initial application, with 60% applying for other grants. This demonstrates how the Lightning Reach portal can effectively connect users with new opportunities for financial support that they might not have been aware of otherwise.

Additionally, the integration of open banking has allowed RNBT to understand applicants’ financial needs better. “We’ve identified significant issues like gambling and have been able to steer people towards other organisations that can help them with budgeting and debt management,” Sam explains. This has provided a long-term solution for the applicants and ensured that RNBT’s resources are used more effectively. 

The portal has also helped RNBT expand their demographics and reach younger applicants, as well as individuals facing domestic violence or coercive behaviour. As Sam states, “We’re seeing more younger people and estranged partners applying through Lightning Reach. The digital format allows them to apply discreetly, which is necessary for those who are scared to reach out for help.”

Positive onboarding experience

Sam described the onboarding process with Lightning Reach as smooth and positive. “The team at Lightning Reach has been incredibly responsive. When we put in requests for changes or new features, they’re implemented quickly,” He claims. One of the most useful updates has been the ability to email applications directly within the portal, streamlining communication and ensuring that all correspondence is securely stored.

“Before, we had to copy and paste emails into the portal, which was time-consuming. Now everything is contained within the portal and we can see if other organisations in our sector have been approached by the same person. It’s a real bonus for us,” Sam shares.

Using Lightning Reach across the sector

Sam highly recommends that other organisations consider using Lightning Reach. “I think the more people that use it, the greater the expansion and the benefits it will bring. It’s grown bigger than we ever thought it would, and I can only see it continuing to grow,” He states. 

Sam believes that Lightning Reach has the potential to transform the grant-making process for many organisations, particularly in the military sector. “If you’re considering it, I would encourage you to try it. The team is always open to feedback, and they make continuous improvements to the portal,” he concludes. 

If you are interested in discussing how the Lightning Reach portal could support your organisation in streamlining and accelerating the delivery of financial support to your service users, while reaching a wider range of potential clients quickly and easily, please get in touch with dave@lightningreach.org.