麦嘉
公司规模
1,000+
地区
- Europe
国家
- United Kingdom
产品
- Aptean Respond
技术栈
- Not mentioned
实施规模
- Enterprise-wide Deployment
影响指标
- Customer Satisfaction
- Productivity Improvements
技术
- 应用基础设施与中间件 - 数据交换与集成
适用行业
- 金融与保险
适用功能
- 商业运营
服务
- 系统集成
- 培训
关于客户
MyJar 是一家短期和长期高成本信贷提供商，致力于提供卓越的客户服务。MyJar 支持团队秉承“随时为您服务”的宗旨，每周 7 天工作，为希望讨论贷款状况、了解当前余额或报告任何困难的客户提供即时支持。MYJAR 是一家提供在线贷款的国际金融服务公司。自 2008 年成立以来，他们已发放了 200 万笔贷款，贷款总额超过 5 亿英镑。他们的流程透明，愿景简单：负责任地为客户提供一条途径，让他们能够以更低的利率在更长的时间内获得更大额度的贷款。
挑战
在选择 Aptean Respond 之前，MyJar 使用多个 Excel 电子表格来跟踪和管理投诉。这个过程虽然艰巨，但还是可以忍受的。快进到今天，经历了快速增长的 MyJar 做出了以客户为中心的决定，制定了专门构建的解决方案来支持其蓬勃发展的业务。事实证明，将数据存储在多个位置是一种低效的日志记录系统。案件处理人员浪费了时间搜索关键信息，管理人员很难提取 MI。没有简单的方法来监督团队的表现；在许多不同的平台上记录信息意味着人为错误和不一致很难识别。MyJar 需要一个能够匹配他们提供的服务质量的系统，并开始寻找不仅可以提高效率，而且可以有针对性地进行培训并防止错误再次发生的解决方案。
解决方案
实施包是选择 Aptean Respond 的关键因素。Aptean 的销售和解决方案顾问清楚地概述了推出程序以及实施每个阶段的预期。该系统的透明度在竞争对手中脱颖而出，他们说“除非您精通 IT 技术，否则很难理解它是否简单”。MyJar 在联系 Aptean Respond 后两个月内就部署了 Aptean Respond，实施后的几周内，所有案例都已记录下来并在 Aptean Respond 中处理。MyJar 遍布欧洲的投诉处理人员每天都使用 Aptean Respond 进行收件箱管理、处理案例以使其处于解决状态并记录投诉的接受情况及其相关的赔偿付款。在现场培训的帮助下，实施过程非常顺利。处理人员花了一周时间掌握 Aptean Respond，并在 5 天内能够记录和跟踪新的入站投诉。在接下来的 10 天内，Aptean Respond 完全配置为满足 MyJar 的需求。系统内的新响应模板取代了以前存储在 Word 中的模板库，并添加了几个新字段，以便可以提取更多数据来制作 MI。
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