Premium Credit, a leading provider of instalment finance solutions for insurance, school fees, professional fees, and membership services, has joined forces with Elephants Don’t Forget to elevate customer experience through improved employee competence and knowledge retention.
Central to this initiative is the deployment of Clever Nelly, Elephants Don’t Forget’s AI-powered continual assessment platform. Through this partnership, Premium Credit aims to establish a more consistent, measurable approach to knowledge retention and in-role competence across its contact centre teams.
Mark Morley, Operations Director at Premium Credit, said:
“At Premium Credit, our focus is always on putting our customers at the heart of everything we do and delivering the best possible outcomes for them, particularly in complex or sensitive situations. By partnering with Elephants Don’t Forget, we’re taking a proactive approach to strengthening knowledge retention and colleague confidence, enabling our teams to resolve queries more efficiently and provide a better overall customer experience.”
Clever Nelly applies proven behavioural science principles, including spaced learning, repetition, and self-testing, to continuously assess and reinforce employee knowledge within the flow of work. By identifying individual knowledge gaps and tailoring interventions accordingly, the platform supports employees to retain critical information and apply it effectively in real customer interactions.
As a result, Premium Credit expects to achieve measurable improvements across key operational and customer experience metrics.
Tom Marsland, Business Development Manager at Elephants Don’t Forget, said:
“We are delighted to be working with Premium Credit. Contact centres operate in high-pressure, compliance-sensitive environments where knowledge retention directly impacts both customer experience and operational performance. Clever Nelly ensures that training doesn’t stop at delivery; it is continuously reinforced until competence is embedded in-role.”
Premium Credit joins a growing number of financial services firms adopting Clever Nelly, including Phillips & Cohen Associates, recent winners of the Credit Awards 2025 ‘Best Use of Technology – Partnership’. Their innovative use of Clever Nelly has helped reduce agent errors and risk while improving both customer experience and operational efficiency.
For additional information on Elephants Don’t Forget visit their Website
