A financial services operations team wanted to establish a standard process for addressing customer complaints by implementing a complaint management system..
- Benchmark various complaint management systems
- Select apt complaint management platform
- Create consistent definitions for Complaints, Requests and Queries
- Review existing service levels for different interactions
- Create detailed complaint handling process for various scenarios of escalation
- Establish inter-departmental hand-offs & service levels (SLA)
- Data capture mechanism and reports
- Complaints data analysis routines
- Review all customer communication
The product manager reprioritized some of the features & functionality to improve the product positioning.