Customer vulnerability workshop
Configuring MARS for customer vulnerability management
MARS is a powerful software system which enables firms to more easily and cost-effectively manage vulnerable customers. MARS is highly configurable; the purpose of this workshop is to ensure that firms get the most from MARS and that it aligns with their products, services, culture and processes as closely as possible.
Aim: To configure the MorganAsh Resilience System, MARS, for roll-out or trial.
Audience: Operational and customer vulnerability managers who will manage MARS.
Duration: 1–5 hours
Location: Remote, on Microsoft Teams.
Fee: Free with the MARS licence fee.
Topics covered include:
Configuring users, departments and products.
Specifying and setting up assessment methods (online questionnaire, agent-led assessment, nurse assessment and checking against the Vulnerability Registration Service).
Uploading customer contact information, including manually adding cases, using the MARS API and/or using bulk upload.
Determining how to engage with customers.
Choosing the assessment type – using default question sets (short, medium or extensive).
Customising question sets with options to include or exclude questions about financial information, protected characteristics, identity confirmation, existence of lasting power of attorney, habits and compulsive behaviour, abusive or controlling relationships and assessment of employment.
Setting communications preferences (for example, telephone, face-to-face, email, post and so on).
Customising customer communications, such as emails (including branding), assessment introductions and supporting website pages.
Understanding MARS’s reporting and benchmarking, including the consumer certificate, on-demand management information and monthly reports – and potential additional tailoring of reports.
Configuring treatments (what to do next when a vulnerability is identified).
Outcomes:
MARS correctly configured for the firm’s specific implementation.