Secure, award-winning, easy-to-use customer vulnerability management software
MARS: the MorganAsh Resilience System
MARS, the MorganAsh Resilience System, is a secure, cloud-based, software as a service solution to help firms manage vulnerable customers. It is easy to use, quick to deploy and highly customisable. It reduces the time and cost of managing vulnerable customers – and provides outstanding, detailed management information for business leaders and regulators.
Watch video to find out more (2:19)
Software and services to assess, identify, monitor, support and report on vulnerable customers
We go beyond simply assessing and recording customer vulnerabilities. MARS is a more complete tool, designed to manage vulnerable customers over time and across households. It contains highly detailed, powerful, always-available reporting. And it’s backed by a range of real-world, nurse-led, well-being services.
Assess
Get accurate data directly from consumers
MARS makes vulnerability assessment a snap. You can send an assessment via email, complete it yourself, or – for those occasions where third-party help is needed – one of our nurses can undertake the assessment. The resulting assessments are far more consistent and objective than when undertaken reactively by humans. And it takes a fraction of the time.
Identify
Discover who is vulnerable and in which ways
MARS removes the complexity of identifying vulnerable customers. Assessment data is quickly and automatically reflected as an easy-to-understand ‘Resilience Rating’, similar to a credit score. Underpinning that simple rating is a wealth of nuanced data, so you know both how to manage individuals and monitor cohorts. All without the need for expensive training.
Monitor
Monitor customer vulnerability over time
MARS is built to manage vulnerable customers over time – because not only is there a need to monitor over the lifetime of a product, consumers’ vulnerabilities and circumstances change. Also, a vulnerability may be pertinent to one product or circumstance, but irrelevant to another. MARS also manages vulnerable consumers across households.
Support
Next steps offered when customer vulnerabilities are identified
OK, you’ve identified a vulnerability, what do you do next? When a vulnerability is identified, MARS automatically offers a series of ‘treatments’ – which are next steps to help the customer mitigate a particular circumstance. We also connect to real-world services, which offer human support and assistance, from multiple partners and from our own nurses.
Report
Management information always available
Gathering customer vulnerability data in a structured, consistent and objective way means that MARS can provide outstanding, highly detailed, management information – twenty-four hours a day, every day of the year, instantly. These interactive queries are supported by detailed monthly reports – and certificates compliance records and reports specifically for the consumer, in accordance with GDPR.
Options to suit your needs
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Standard
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Fees are annual software licences based on the number of consumers
from 200 consumers
£350 per year + VAT
(£1.75 per customer, per year)—
Discounts apply with volume
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Fees include
Consumer and user assessments
Calculated Resilience Rating
Vulnerability report per assessment
Management reports
Logos on consumer communications
Customisable treatments
Configurable messages in consumer communications
Standard monthly management reports
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Setup fees apply for bespoke question sets and for bespoke customer journeys
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Enhanced
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Fees are annual software licences based on the number of consumers
from 200 consumers
£450 per year + VAT
(£2.25 per customer, per year)—
Discounts apply with volume
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Fees include
As ‘Standard’, plus
Option for nurse assessments
Integrations via API to standard CRM systems
Each consumer checked on VRS – the Vulnerability Registration Service
Assistance in configuration to get you started
Enhanced email messaging options including formatting, colours and images
Standard set of treatments
Manage customer vulnerability at a premises, as well as individual, level
Bulk upload of customer details
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Setup fees apply for bespoke question sets, bespoke customer journeys, bespoke IT integration and APIs
All versions include system security in line with ISO 27001 and Cyber Essential Plus
Software license fees per annum depending on the number of consumers. 200 customers (minimum). Use for MARS is invoiced in advance, for a year. You can cancel at any time and then your access will terminate at the end of its current period. Fees are exclusive of VAT. Terms and conditions (PDF 164KB)
Book a demo
Sign up for one of our regular demos or request a one-to-one session. You get complete, unrestricted use of MARS for a full month, free of charge.
Frequently asked questions
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MARS is software as a service, accessed via any standards-compliant Web browser. No installation is required. This allows you to access MARS from almost any device and almost any location. An internet connection is required.
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MARS is designed to be simple and straightforward to use, so we encourage you to dive in and use it. If you’d like a guided tour, or some help, please contact us.
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MorganAsh is an ISO 27001-certified company – this is an international standard for managing information security. MorganAsh is also a Cyber Essentials Plus-certified company – the highest level of certification offered under the Cyber Essentials scheme. All client/consumer data is kept secure on our bespoke systems.
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The collection of consumer characteristics, assessment of potential harms and ongoing monitoring is, under Consumer Duty, a regulated activity. To comply with this, MorganAsh is authorised and regulated by the Financial Conduct Authority (No 451227). The specific permissions covered are (for both insurance and investments): arranging (bringing about) deals in investments; assisting in the administration and performance of a contract of insurance; making arrangements, with a view to undertaking transactions in investments. Full details can be found on the FCA register.
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MARS is fully compliant with GDPR. MorganAsh is responsible for the storage and deletion of all data in accordance with GDPR, and for recording consumer consent where electronic assessments are used. Organisations and their users are responsible for obtaining the requirement for the data and obtaining consent and for the storage and deletion of any downloaded reports.
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For those organisations whose needs are not met by MARS, our system is designed to be extensible and customisable. Feel free to contact us about your specific needs.
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Our API enables integration with other systems. Current integrations include Intelliflo and Iress. We are extending this in line with demand. Other integrations are available on request.
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MorganAsh has enviable experience assessing consumers’ health and lifestyle characteristics, via clinical and cognitive assessments, since 2004 – for the financial services sector. We have assessed the health of thousands of consumers and looked after hundreds of severely ill consumers. We combine bespoke systems with empathy-driven clinical expertise, to deliver award-winning services. Since our formation in 2004, we have had few Financial Ombudsman Service complaints and zero found against us. There has never been an event reported to the Information Commissioner’s Office. Our customer complaints record is exemplary with only four complaints in the last three years.
Vulnerable customer webinars
