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2.3.1
Yokohama, Xanadu, Washington DC, Vancouver
Financial Services Complaint Management provides capabilities to capture, classify, route, resolve, and measure a firm's inbound complaints, providing transparency and ease for middle and back-office teams. With these capabilities, financial institutions can reduce or avoid the unpleasant outcomes of reputational damage and regulatory exposure.
- Identifies common complaint themes and root causes for decision-making
- Resolves complaints from any source, providing transparent status visibility
- Synchronizes complaint, resolution, and compliance data
- Categorizes complaints by type. Manage complaint types according to business workflows and service level performance objectives.
- Playbook for complaint review, response, and approval.
- Performance analytics reports that outline performance resolution rates and speed by type.
- Dedicated CSM configurable workspace for service, quality, and compliance teams.
- Support for both business and consumer customers.
- Fixed
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- Republish the playbook to fix the b2b relationship contributor not being able to access case after creation.
Permissions and roles:
- System administrator (admin) role is needed for installation.