MyJar
Customer Company Size
Large Corporate
Region
- Europe
Country
- United Kingdom
Product
- Aptean Respond
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Productivity Improvements
Technology Category
- Application Infrastructure & Middleware - Data Exchange & Integration
Applicable Industries
- Finance & Insurance
Applicable Functions
- Business Operation
Services
- System Integration
- Training
About The Customer
MyJar is a short and long-term high-cost credit provider that is committed to providing exceptional customer service. True to their ethos, ‘there when you need it’, the MyJar support teams, who work 7 days a week, provide immediate support to customers wishing to talk through their loan status, find out their current balance or report any difficulties. MYJAR is an international financial services company that offers loans online. Since launching in 2008, they have issued 2 million loans and lent over £500 million. Their process is transparent and their vision simple: to responsibly provide customers with a path to access larger loan amounts over a longer period of time at lower rates.
The Challenge
Prior to choosing Aptean Respond, MyJar used several Excel spreadsheets to track and manage complaints. This process, although arduous, was bearable. Fast-forward to the present day and MyJar, having experienced rapid growth, have made the customer focused decision to enact a purpose built solution that supports their flourishing business. Storing data in numerous locations proved to be an inefficient logging system. Case handlers lost time searching for critical pieces of information and managers struggled to pull MI. There was no easy way of overseeing the team’s performance; recording information on many different platforms meant that human error and inconsistency were difficult to identify. MyJar needed a system that would match the quality of service they provided and began to look for solutions that would not only increase their efficiency, but also target training and prevent the reoccurrence of mistakes.
The Solution
The implementation package was a key factor when choosing Aptean Respond. Aptean’s sales and solution consultants clearly outlined the rollout procedure and what should be expected at each stage of the implementation. The system’s transparency stood out amongst the competitors who, ‘unless you were IT tech savvy, were difficult to understand as being easy or not’. Aptean Respond was deployed within two months of being contacted by MyJar and within weeks of its implementation all cases were logged and being worked on within Aptean Respond. MyJar’s complaints handlers across Europe use Aptean Respond daily for inbox management, working cases to resolved status and logging the acceptance of a complaint with its associated redress payment. Aided by onsite training, implementation went smoothly. Handlers took the week to get to grips with Aptean Respond and within 5 days were able to log and track new inbound complaints. Within a further 10 days, Aptean Respond was fully configured to MyJar’s wants and needs. New response templates from within the system replaced the library of templates previously stored in Word and several new fields were added so that more data could be pulled for the production of MI.
Operational Impact
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