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Revamp and Launch Complaint Management System

Background

A financial services operations team wanted to establish a standard process for addressing customer complaints by implementing a complaint management system..

Solution
  • 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
Results

The product manager reprioritized some of the features & functionality to improve the product positioning.