Aptean Case Studies MyJar

Edit This Case Study Record

	MyJar Aptean

MyJar

Aptean

Technology Category	Application Infrastructure & Middleware - Data Exchange & Integration
Applicable Industries	Finance & Insurance
Applicable Functions	Business Operation
Services	System Integration Training
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. Read More
About 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. Read More
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. Read More Log in to view content
Contents

Technology Category

Application Infrastructure & Middleware - Data Exchange & Integration

Applicable Industries

Finance & Insurance

Applicable Functions

Business Operation

Services

System Integration

Training

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.

About 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.

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.

Impact #1	One clear source of information that pulls all data together.
Impact #2	Easy logging and tracking thanks to Aptean Respond’s highly configurable workflow and alerts.
Impact #3	Simple reporting that can be automated and produces accurate MI to drive actions.

Impact #1

One clear source of information that pulls all data together.

Impact #2

Easy logging and tracking thanks to Aptean Respond’s highly configurable workflow and alerts.

Impact #3

Simple reporting that can be automated and produces accurate MI to drive actions.

Download PDF Version

Overview

MyJar

Operational Impact