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.

MARS customer vulnerability software video

Watch video to find out more (2:19)

Software and services to assess, identify, manage, help 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.

MARS vulnerable customer management software
Customer vulnerability assessment

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.

Identifying vulnerable customers

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.

Customer vulnerability management

Manage

Manage 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.

Helping vulnerable customers

Help

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.

Reporting on vulnerable customers

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

  • Standard

    —

    Fees per annum

    200 consumers
    £1.75

    1,000 consumers
    £1.40

    10,000 consumers
    £0.88

    100,000 consumers
    £0.44

    1,000,000 consumers
    £0.18

    —

    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

    —

    Setup fees apply for bespoke question sets

    Enquire

  • Enhanced

    —

    Fees per annum

    200 consumers
    £2.25

    1,000 consumers
    £1.80

    10,000 consumers
    £1.13

    100,000 consumers
    £0.56

    1,000,000 consumers
    £0.23

    —

    Fees include

    As ‘Standard’, plus

    Choice of online, user or nurse assessments

    Integrations via API to other systems

    Each consumer checked on VRS – the Vulnerability Registration Service

    Assistance in configuration to get you started

    —

    Option of bespoke question sets, bespoke IT integration and APIs (further fees apply)

    Enquire

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 97KB)

Vulnerable customer software demo

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.

  • “I am so pleased that I found the MARS system; I am very happy to be improving my client care and responsibilities.”

    — Danny Thomas, director, Clocktower Support

  • “Like everyone, I think I know my clients, but MARS highlighted some with significant vulnerabilities – clients with alcohol dependency issues, and clients who have had cancer. Those stood out, but there is a wealth of detail across the board. As much as you can ask all the questions and may be doing good fact-finds, the MARS assessment brought out information that I just didn’t know. MARS puts me in a far better position than before. I didn’t have any information like this, or evidence of client vulnerabilities.”

    — Paul Russell, chartered financial planner

  • “The MARS vulnerability report provides valuable live data as to whether a client will get health-rated for life insurance and/or permanent health insurance. It also allows vulnerability tracking throughout the conveyance – which is vital under Consumer Duty.”

    — Mike Kellett Cert PFS Cert CII(MP) Cert ReR, director, Forbes Consultancy

  • “Since using MARS, I have discovered more characteristics of our clients – even though I have known them for years. It also allows our business to give clients a platform to voluntarily let us know if they may be temporarily vulnerable, so we can meet their needs.”

    — Sam Whybrow CFP AFPS RLP, chartered financial planner

  • “This is a positive step forward in eliminating inconsistent outcomes and potential harm for consumers and ensuring that we always provide both the best advice and the best products for every client every time.”

    — Nici Audhlam-Gardiner, CEO, Foresters Financial UK

  • “The MorganAsh MARS tool offers firms an outsource capability and credible solution to achieve that aim and deliver proportionate support and fair outcomes.”

    — Jonathan Warren, head of innovation, Altus

  • “We are pleased to support MorganAsh to bring this intelligence and ongoing data monitoring to their innovative MARS platform. Both companies are well-aligned in our passion for delivering robust, high-quality solutions to help firms stay compliant and make better business decisions.”

    Alan Clay, LexisNexis Risk Solutions

  • “Integrating MARS is an exciting step in our journey to help us to build a complete picture of each client at outset and through their debt journey, as well as to report accurately on our findings. We’re thrilled to partner with MorganAsh for this project.”

    Emma Gibbons, PayPlan

  • “You were very, very kind. You have just been so nice compared to other people I have talked to. From one person to another, I really do thank you.”

    Vulnerable person helped by MorganAsh

  • “I’m very impressed and surprised. I wasn’t expecting the support aspect. Very helpful, thank you. I’m impressed by the idea of the meditation and will look into that, definitely. I’m impressed by your efforts.”

    Vulnerable person helped by MorganAsh

  • “The extra psychological and emotional support was invaluable. It meant I could offload less to those around me, and it made me emotionally stronger and more able to cope. Although it’s good to be getting back to life, I’m really going to miss those calls when they end.”

    Vulnerable person helped by MorganAsh

  • “The MorganAsh team was wonderfully friendly, calm and had a professional manner on the phone and also by email. They showed real empathy of the situation and were delicate in how they worded things. The team always carried through on their promises to email me or contact me to confirm arrangements.”

    MorganAsh Care Navigator customer

More testimonials

Frequently asked questions

  • 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.

  • 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.

  • 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.

  • 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.

  • 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.

  • 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.

  • 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.

  • 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

Featured
Managing vulnerability in consumer credit
Managing vulnerability in consumer credit

The FCA has announced that it is reviewing how vulnerability is being managed. What are the practical implications for consumer credit, particularly in the motor finance sector, where credit is so important? We look at: what does consumer vulnerability look like, and what is required under Consumer Duty in consumer credit? We talk about the elephant in the room – the sale – the conflict of assessing consumers and minimising friction in the sale. And we ask what are the costs, benefits and risks of assessing consumer vulnerability?

Read More →
Are you vulnerable to getting it wrong? Question and answers
Are you vulnerable to getting it wrong? Question and answers

Our March 2024 webinar with Elephants Don’t Forget resulted in more questions than could be answered during the event. MorganAsh’s Peter Labrow asks Andrew Gething to respond to the audience’s questions in detail.

Read More →