Harland Introduces Performance Guarantee for Check Orders
Thursday, May 24, 2001
ATLANTA (May 23, 2001) John H. Harland Company's (NYSE:JH) new Performance Guarantee(sm) program is another offering from the financial transaction services company that helps financial institutions improve customer satisfaction and operational efficiencies. With Performance Guarantee, consumers who have a problem with their check order can call a dedicated toll-free number to speak directly with Harland. Harland will then issue a new check order, no questions asked. The program is publicized through an insert in check orders of participating financial institutions and is available only for consumers whose initial check orders are produced by Harland. "We want to free up as much of our customers' time as possible so they can focus on other ways of strengthening relationships with their customers," said Charmaine Ward, vice president of marketing for Harland. "Resolving issues or potential issues with a check order can be a time-consuming process. Performance Guarantee shifts the resolution process from the financial institution to Harland, resulting in fast resolution and improved customer satisfaction." Financial institutions taking advantage of Harland's Performance Guarantee program will receive a monthly report showing the number of calls received, as well as the issues and changes that generated the calls. These reports will provide a valuable tool that can be used to improve the check-ordering process and reduce future errors.