Enhance your Organization’s Operational Efficiency
Business Process Management Platforms
High-value, Flexible, Scalable Solutions
Make your Business Intelligence Actionable
Companies and governments of all sizes trust Aithent’s expertise and solutions to solve their operational challenges and meet their digital transformation needs.
Streamline and Automate Risk Management Functions
Streamline operations and mitigate risks associated with fraud, AML, and disputes.
A Citizen-Centric Approach to e-Government Solutions
Automation is the key for Government agencies to efficiently regulate, enforce and better protect constituents. From ombudsman to licensing and enforcement, Aithent’s Solutions can be easily configured to meet the most demanding processes.
Helps Insurance Organizations Streamline and Automate Functions
Insurance Industry regulators trust Aithent’s solutions to prevent resource leakage, Investigate fraud, Analyze big data, Generate Compliance reports, and Automate business processes.
Offers Highly Specialized Healthcare Solutions for Cities and Universities
Prominent Cities and Universities leverage Aithent’s solutions and next generation Electronic Health Records platform to solve some of the most challenging problems facing the industry today.
Offers Cloud Business Solutions and Services
With a clear focus on improving operational efficiency, Aithent offers software and analytics solutions including custom development services designed to work seamlessly with your software investments.
Why Aithent?
Aithent has helped advance operational efficiency and performance by developing and applying technology in uniquely effective ways.
Improve your Dispute Process
Aithent Dispute Manager can be shared by geographically dispersed branches and call centers ensuring that every dispute is investigated in the same way, maintaining your institution’s brand image.
Aithent recognized as a “Most Preferred Workplace of 2022-23”
Aithent was recently recognized as a “Most Preferred Workplace 2022-23,” presented by management consulting firm Team Marksmen, in association with Media Partner India Today.
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Stories from our Customers
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Customers Feedback
Have you been able to process more complaints (over any given timeframe) since the install of the software?
- YES! The simplicity/ease of inputting a complaint and that automatic tracking of each complaint as a separate case has enabled us to confidently and continuously encourage ALL employees to submit complaints through the system. Prior to installing Aithent, we were using a home-grown Access database that was essentially just a record keeping system. It offered no lift to process. With Aithent – the system makes the process easier, enabling more complaints to be efficiently managed and eliminating a lot ‘extra’ and unnecessary steps.
Has the Bank been able to reduce risk and if so, how?
- The ability to demonstrate to regulators that we have a program that ensures consistent, and prompt complaint response certainly reduces risk. Aithent provides a software solution that helps do that – so yes, Aithent absolutely contributes to reduced risk.
Delepine Jeffrey
NBT Bank
How has AFM helped the Bank during audit process?
- Our ability to customize reports has helped with both Audits and Exams. We have conditioned our auditors and examiners we can give the detailed reports/lists of all complaints…with sufficient labels/categories for them to identify the complaints they want more detail on.
- We then follow up with customized reports, that provide all the details for the individual case. All without needing to have auditors or examiners getting into the system and needing to train them on how to navigate. This flexible reporting has been a difference maker for audits/exams.
How has AFM helped the Bank with management reporting?
- The ability customize and build our own reports, real-time has been very powerful. If for any reason we’re not able to ‘reach’ any data we want or need that is in the system, Aithent support has always been responsive and helpful. It’s great having a system that gives me confidence that I’ll be able to build anything I want/need.
Delepine Jeffrey
NBT Bank
What specific benefits does the Bank accrue from the use of AFM?
- Complaints are a constantly evolving area. The most valuable feature that Aithent provides is the ability to quickly customize/configure things without having to get bogged down with tickets and unnecessary bureaucracy. This came in handy on multiple occasions.
- During COVID, we were quickly able to create a ‘Tag’ note type, that enabled us to add COVID as a keyword for complaints of all topics/subtopics…so we could measure pandemic specific complaints within our metrics.
- Same was true for PPP, and when we have a merger/acquisition using the ‘Tag’ note type.
- This was all possible because the system allows us to instantly create a ‘Tag’ note type, and we trained everyone and had it up and running same day, with reporting able to pick it up immediately as well.
Delepine Jeffrey
NBT Bank
How does the Bank measure the productivity of the analysts?
- Our primary concern is meeting our policy service levels. We strive to have 100% of all complaints addressed within 30 days (or earlier, when required for regulatory complaints). The Aithent dashboard helps us monitor that and quickly see when a case gets outside of 30 days.
- We then track these service levels as KRI…striving for 90% or more within 30 days.
- We currently apply a simple calculation of open date + 30 days to assess timeliness. However, there are times when a regulatory complaint can be complicated and require more time. When the regulators grant an extension, the ‘policy’ deadline can go beyond 30 days. When that happens, we currently count those as ‘outside’ policy – even though they’re meeting regulatory expectations.
Delepine Jeffrey
NBT Bank
Could you please provide information or insights regarding the support offered by Aithent?
- There are really 2 types of support I want to highlight:
- When there is a problem/issue, and something isn’t quite right…the support team is always prompt to acknowledge receipt of the issue and they always communicate very well so we know exactly what they’re doing and what is needed, how long it could take, etc. We really appreciate that.
- The other type of support is on the ‘innovation’ side. This is one area that I do REALLY appreciate. They are always open to hearing about our experience and helping us find ways to make things better. No idea is stupid or off the table. They’ve done some really amazing things to help us continuously improve our complaints program, and it’s very much appreciated.
- Honestly, it’s this level of partnership and ability to quickly adapt and improve is why I prefer Aithent for handling complaints.
- We can’t possibly pre-plan for every possible complaint. So systems like this, with support like Aithent that enable quick customization are crucial!
Delepine Jeffrey
NBT Bank