Fair For You Case Study
Empowering ethical lending with multichannel communications
Fair for You is an award-winning, not-for-profit service providing families who do not have access to mainstream credit, the ability to purchase essential items for their home on flexible and affordable payment plans.
Boasting a Trustpilot score of 4.9/5; Fair for You is committed to providing an ethical, customer-centric, and accessible service to those most in need.
Fair for You has been recognised by leading industry bodies such as the Smart Money People (Consumer Credit Awards) with multiple awards, including; Best Loan Provider and Firm of the Year; winners of the Responsible Lender of the Year at the National Credit Awards and Alternative Consumer Lender of the Year at the Credit Awards.
The challenge
To ensure their service was accessible and able to accommodate customers with varied circumstances, Fair for You needed a way for customers who couldn’t always answer phone calls during the day, to be able to communicate with them.
Additionally, Fair for You identified a need to tailor their service to meet customers on the channels they feel most comfortable. 39% of adults in the UK don’t feel confident managing their money and over 9million UK citizens are in serious debt. Research also shows that 69% of people struggling financially, don’t talk about their problems.
The Solution
Recognising that mobile is widely recognised as the communication channel of choice, Fair for You partnered with Esendex to implement SMS messaging and facilitate customer-centric communications across their support and sales teams, without the need for additional personnel or complex software.
Because Esendex was also able to integrate seamlessly with existing systems, this met the business objective of being able to automate processes to provide streamlined, efficient, and cost-effective services to customers.
The Results
Since turning to SMS messaging as a primary method of communication, Fair for You have received five times more applications for credit than they did over email.
Despite the increase in demand, two-way messaging also ensures that Fair for You is able to service more customers, more effectively, and so ensure an exceptional level of service is maintained.
As a not-for-profit organisation, we must innovate to work smarter and build scalable solutions to achieve continuous improvement for our customers and Esendex was a natural partner to help us achieve this.”
STEVE MERRY, HEAD OF TECHNICAL OPERATIONS – FAIR FOR YOU