Juniper Bank was a direct bank based in Wilmington, Delaware. The bank focused on branded credit cards. History[edit]. The bank was founded in January 2000. It received financing from Benchmark Capital. In November 2000, the bank began offering insurance products. In September 2001, the Canadian Imperial
2. INTRODUCTION
• Launched in October 2000
• Headquartered in Wilmington, Delaware
• Received financing from benchmark capital in
November 2000, the bank began offering
insurance products.
• The bank signed a deal with Airtran airways to
offer a branded credit card.
• In 2004, the bank was acquired by Barclays.
3. • Barclays
A British multinational bank and financial
services company headquartered in
London.
• In may 2005, the bank began offering a
Harvard university branded credit card.
• Richard Vague, CEO
Jim Stewart, President
• Products: Direct bank
Credit cards
5. DRAWBACKS
• High APR or the Annual Percentage Rate
which makes it difficult for common man to
pay.
• Less time given to the user in order to clear all
the dues.
• This time period basically ranges from 3
months to 6 months for the different kinds of
credit cards.
• Customer service at 1-877-523-0478.
6. CREDIT CARDS OFFERED BY JUNIPER
• Platinum Master Card (the APR is 15.24%, no annual fee for
this credit card)
• Clark Platinum Master Card (APR rate is 16.24%, no interest
rate)
• Frontier Airlines Master Card (APR is 17.74%, no interest
rate)
• Guff Platinum Master Card (the APR is 15.74%, no fee for
this credit card)
• LUKOL Platinum Master Card (the APR is 16.49%, no annual
fee)
• Midwest Airlines Master Card (the APR is 17.24%, annual
fee is $69)
• The validity of these cards is 6 months.
7. What Juniper did!
• Simplifying consumer banking
• Stellar service
• Transparent credit cards
• Establishment of call centre
• Customer focused business process
• Framing business rules from the customer
point of view
8. What Juniper did!
• Integration- Key to success
• Trained RMs about all Juniper Products
• Enhance the Communication Process
• Single RM responsible for 85% Call Support
and call handling
• Initial Customer Contacts were less
• Fail to have an impact on a customer
9. • Have a service in-house despite of outsourcing
• To resolving the issues juniper empower the
RMs
• Customer oriented service
• Track the Online data base of RMs
• Determine the decision of RMs
10. Challenge
•There is no easy way to provide personal
human experience
•There are no massive inheritance system to
take the best decisions.
•Take a decision on past experience
•Available limited data to take a decision
•Online business
•Crafting customer focused for the business
process
11. Good Advice
• Customer support &
marketing
• Acquiring marketing
• Customer contact
• Provide feedback
• Customer behaviour
and preference
• Direct mail promotion
• Internet banking
• Online bill payment
12. The Golden Nugget
• Unsolicited customer feedback.
• Received the no.1 spot in Gomez advisors.
• American banker report.
• CRM is more of an assumption.
• Customer’s viewpoint.