Juniper Bank, launched in October 2000 in Wilmington, Delaware, was acquired by Barclays in 2004 and offers various credit cards with varying APRs and no significant annual fees. The bank focuses on simplifying consumer banking and customer service, employing trained relationship managers to enhance communication and support. Despite challenges in delivering a personal touch and making data-driven decisions, Juniper has received positive feedback, achieving the top spot in Gomez Advisors.

1. JUNIPER BANK

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

4. Jim Stewart, PresidentRichard Vague, CEO

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.