PayPlan has reported strong results after teaming up with MorganAsh, using the MorganAsh Resilience System (MARS) to help spot and support vulnerable customers.
PayPlan said it is now better at picking up on different types of vulnerability and getting people the right help.
Before MARS, 54% of clients told PayPlan about extra vulnerabilities on top of money worries.
After using MARS, 92% of customers were identified as vulnerable and 7% as potentially vulnerable.
PayPlan found it could get to the bottom of clients’ issues more easily, including things like mental health problems, compulsive behaviours, relationship breakdowns or risk of homelessness.
Andrew Gething (pictured), managing director of MorganAsh, said: “Since adopting MARS, PayPlan has seen tremendous results.
“Building on their deep knowledge and expertise, the platform has enabled PayPlan to build a complete picture around each consumer, understand their needs and provide meaningful support.
“On a broader scale, access to detailed management information creates an opportunity to make informed decisions, assess service outcomes and identify areas for improvement.”
Gething added: “PayPlan is a great example of a company that goes the extra mile for its customers – not because it is what the regulator demands – but because it is the right thing to do for its customers.
“We are thrilled by their success so far with MARS and look forward to even better results in the future, with our shared ambition to support consumers in difficulty and with characteristics of vulnerability.”
Emma Gibbons, vulnerability lead at PayPlan, said: “Using MARS helps clients feel more comfortable when sharing personal information.
“By reducing the pressure of face-to-face disclosure, we get a fuller, more honest picture of a client’s situation – without stigma.
“MorganAsh is excellent to work with. The team listened to our perspective and understood where we had experience, but they also pushed back when their nurses had a different perspective, backed by their knowledge and experience.”
Gibbons added: “We added in more detailed questions to which we needed answers, things we need to know about addictive behaviours or domestic abuse. We’d also say that the perception that ‘clients won’t answer these questions’ just isn’t true.
“We see Consumer Duty not as the end goal, but as the baseline. Our ambition goes beyond meeting regulatory requirements.
“We aim to deliver meaningful, long-term outcomes – and build financial resilience for clients. It’s about creating a more inclusive, data-informed and person-centred service that consistently delivers excellent outcomes for everyone.”
