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Streamline your Complaints Management

Complaints management has become an integral part of operations and a critical issue for banks and credit unions.

Aithent Complaints Manager (ACM) improves customer/member loyalty and satisfaction while reducing costs of processing complaints.

ACM ensures all complaints are registered and received by the institution and efficiently manages the complaint life cycle compliant with the enterprise’s business practices and most importantly, to the customer’s satisfaction. From a customer service standpoint, data can be collected and shared more efficiently; complaints can be reviewed and resolved more quickly. ACM tracks and captures customer complaints from initial reporting through to final disposition.

Aithent Complaints Manager

A strong complaint management program is crucial to customer retention and bottom-line profitability. Consumers consistently cite poor service as a primary reason for switching financial institutions.

ACM supports the key steps in complaints management:

  • Formalizes the process of recording a customer complaint

  • Captures dissatisfied customer information

  • Identifies areas for improvement

  • Supports actions to resolve and remedy issues

A customer complaint flash point is where a financial institution can earn a lifelong customer— or risk seeing a valued customer walk out the door.

When things go wrong for customers, social media provides a forum to publicly air their grievances.

A Customer-centric Solution for Automating Complaints

All related complaint life-cycle documentation is maintained by ACM and analytics can be applied to identify areas for improvement within the system. Multiple complaints by a customer/member can be managed individually or grouped together.

Specialized forms catering to unique needs can be developed to help with the complaint intake process and enable customers/members to communicate with the financial institution by mobile devices, the web, email or telephone.

Key Features

  • Comprehensive complaint management system
  • Incorporate best practices to ensure compliance with internal and external policies
  • Track and manage complaints across multiple divisions and services
  • Maintain a complete audit trail of steps taken
  • Improve productivity and customer loyalty
  • Leverage predictive and behavioral rules
  • Use analytics to update processes and improve training

Streamline your Complaints Management

ACM efficiently manages the complaint life cycle compliant with the enterprise’s business practices and most importantly, to the customer’s satisfaction.

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