Complaint Management

Complaints

Effectively manage complaints, enforce regulatory compliance and improve customer experiences.


Handle complaints in an efficient, effective and compliant way

Responding quickly and compliantly to complaints is of paramount importance. The challenge of Treating the Customer Fairly and meeting heightened customer expectations can be exacerbated by the increasing likelihood of the complaint being pursued across multiple channels and touch points. Whilst it is important to have workflows in place to make sure advisors follow due process it may not be enough if disparate systems fail to provide a holistic view of all customer interactions and meet changing regulatory standards.

numero360  not only provides sophisticated and highly flexible workflows that enforce best practice it also creates a Single Customer View from across all channels of communication, including Social Media.  Advisors, empowered by a dynamic Knowledgebase, can see the full picture when tackling a complaint and can respond with the customer’s history and particular circumstances in mind.


Key Features

  • Allows complaints to be managed in any language across all communication channels, including social media,  using the same workflow engine
  • Displays full visibility of all complaint messages in one place irrespective if which channel has been used
  • Enforces the highest standards of regulatory compliance to meet SLAs and legislative requirements  by industry
  • Provides configurable workflows based on complaint classification and severity to: Promote best practice, Keep the customer informed, Recognise ‘trigger events’  for automatic escalation such as a solicitor’s letter, Provide ‘resolve and redress’ rules by complaint type, Provide a Final Response checklist and initiate closing correspondence
  • Provides full historical case management
  • Provides  a Single Customer View of all customer interactions, including supporting information from back office and legacy systems
  • Allows multiple brands to be handled simultaneously whilst recognising and supporting variable SLAs by brand
  • Provides comprehensive Management Information to monitor  performance against SLAs and provide regulatory reporting

The Voice of the Customer

The ’Voice of the Customer’ has become noticeably louder and more challenging in the Internet Age.  Forward thinking organisations now recognise that to meet that challenge they have to become much more agile in the way they handle complaints.  The combination of informed consumers, backed by powerful consumer complaint bodies, and an increasingly complex multichannel world has rendered traditional complaint handling systems obsolete.  numero360  allows organisations to regain control and to manage complaints in a way that not only meets their legal obligations but also promotes the superior customer experiences that can turn unhappy customers in to loyal advocates for their brand.

Contact us today and learn how companies such as Thomas Cook (Travel), Express Gifts (Retail), Bahamas Telecom (Telecommunications) and Tesco Bank (Financial Services) use numero to provide industry best practice solutions to manage complaints.


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