PayPlan has announced a partnership with support services provider, MorganAsh.

As part of the move, the debt advice and services provider has adopted the MorganAsh Resilience System (MARS), which aims to deliver improvements in identifying and supporting vulnerable customers, while generating deeper management information.

Through its adoption of MARS, PayPlan said it had enhanced its vulnerability management process and could identify clients who need additional support.

Before MARS, 54% of all PayPlan’s clients disclosed a vulnerability in addition to financial vulnerability. However, MARS assessments identified 92% of customers as vulnerable and 7% as potentially vulnerable.

Vulnerability lead at PayPlan, Emma Gibbons, 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."

Managing director at MorganAsh, Andrew Gething, concluded: "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.

"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."

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