In Reference Appointments & Updates
SmartSearch has launched operations in the USA. Expansion into the US market follows a
period of sustained growth that has seen the firm frequently named among the UK’s fastest-growing companies, and a leader in the increasingly important ‘RegTech’ sector. SmartSearch’s ‘one-stop’ Know Your Customer (KYC) and AML platform enables clients to perform full electronic ID verification and screening in just two seconds, and provides ongoing monitoring to alert users to any change in a client’s status. SmartSearch expects that its solution will
prove popular with US clients, as chief executive John Dobson said:: “We have developed a bespoke product for the American market so that US firms using SmartSearch have the same confidence as those in the UK, that their AML checks are up-to-date and fully compliant with relevant legislation at all times. “Our combination of cutting-edge
technology and friendly, efficient customer service means SmartSearch is already one of the UK’s leading RegTech firms. Our client retention rate of 98% is testament to the high level of service we consistently deliver. We want to bring those assets to bear in the US market, while continuing to deliver day in, day out for our UK clients.”
Many organisations make bold claims on the website or on social media about how good they are at customer service, but how do they prove it? How can they show that their customers truly are at the forefront of their thoughts? When Denise Crossley, CEO of Lantern Debt Recovery
Services, took on the challenge of improving the culture in a credit services company she had one heartfelt belief; that there was a better way to help customers face up to the problem of being in debt. Throwing away the rule book, Denise immediately introduced The Lantern Promise, making a commitment to be Honest; Empathetic; Accountable; Reasonable and Transparent, guaranteeing to put customers at the heart of her business. In 2020 Lantern’s third IIC assessment resulted in a prestigious Gold
Denise Crossley
Accreditation. This placed Lantern in the top 10% of companies assessed by Investor in Customers. The source of Lantern’s success was the business culture – putting customers at the heart of everything they do; never being judgmental and delivering a service that was the same whoever you spoke to Ms Crossley said: “Our success did not happen overnight – it comes off the
back of years of hard work by everyone here at Lantern, pushing ourselves to set the highest possible standards when it comes to caring for our customers. I have always believed that, even in the world of debt recovery, it is possible to build a successful business by being empathetic, honest and relatable. I am phenomenally proud of what we are building at Lantern. It is something special that is starting to get the recognition I know our approach and people deserve.”
Noble Systems has announced that its innovative Noble® Gamification solution has received the >b>”2020 Contact Center Technology Award”, presented by CUSTOMER magazine and TMC.
UK fintech Paymentology announces partnership with Finartex Fintech Solutions S.A. to bring data powered and scalable issuing payments solutions to financial institutions in Greece, Cyprus. South Eastern Europe, Eastern Africa, Belgium and Luxembourg. This partnership will manage the delivery of
Paymentology’s cloud- based card management product for issuing of credit, debit and prepaid. The product, which has been built from the beginning to be cloud agnostic, is helping retail banks, digital banks and EMIs to have control over the consumers transactions that it allows consumers greater flexibility in the use of their card products and management. John Yeomans, chairman at Paymentology commented: “This collaboration
John Yeomans
will leverage the experience of the Finartix team and through them enable greater reach of our product capabilities into the region and bring this leading technology to the banks and other EMIs.” “We are excited for partnering with the leading innovator in the sector” said
Nikos Mavraganis, CEO at Finartix. “We see a lot of demand in the market and gap of legacy systems to perform super-fast, intra-spend, full transaction history analytics. Paymentology is offering to customers the opportunity to manage their transactions flexibly and reliably with any card-related product.”
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www.CCRMagazine.com Noble Gamification software helps com-
panies increase employee engagement, resulting in increased productivity and reduced attrition across the generational spectrum of agents and at all organisational levels. Gamification technologies use chal- lenges and competitions to make it easier to train and motivate team members by recognising achievements and rewarding them for meeting business goals. Noble Gamification 2.1 levels up with even more value, including Employee Performance Triggers which allow users to quickly respond to dips in individual performance through automated calls to action that help course-correct an employee’s behaviors. Awards Redemption Analysis features for monetary and non-monetary rewards help manage costs and budgets whilst expanding employee recognition programs. “We are honored by TMC’s acknowl-
edgment of our ongoing commitment to help companies improve the customer experience,” said Chris Hodges, SVP sales and marketing. “The industry has been quickly embracing agent-focused solutions, investing in tools that enrich the employee experience. Noble Gamification helps com-
August 2020
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