Customer Complaint Management, Inquiries, and Requests

Customer retention is a key focus for financial services companies. Tracking and managing customer complaints, incidents, and requests, is an important function for meeting compliance requirements and improving customer satisfaction levels. Many companies use home grown systems, spreadsheets, or manual processes that are inefficient and expensive to support and maintain.

Financial services companies are turning to enterprise process management software, which enables them to improve control over their customer complaint processes by tracking and managing complaints using an enterprise approach.

TrackWise Customer Complaint Management Solutions

TrackWise software enables financial services companies to respond to complaints more effectively, and as a result, retain profitable customers, improve client brand image, and deliver greatly enhanced revenue opportunities. TrackWise ensures that issues are investigated and resolved in a timely manner. Customer complaints that may require regulatory action or management's attention are escalated automatically.

A powerful workflow engine routes complaints through the appropriate investigation, review, and response process while management dashboards, integrated reporting tools, and detection of trends based on pre-defined criteria help to minimize risk of client turnover by identifying systematic issues before they become divesting problems.

In short, TrackWise provides your organization with a controlled and closed-loop process for managing the entire complaint life cycle as well as provides powerful trending tools for monitoring risks related to complaints.

Benefits

• Reduce risk by managing and tracking all complaint handing processes, communication and resulting commitments in a secure yet easily accessible system.
• Ensure 15 day acknowledgement and follow-up to customer complaints in adherence to NYSE Rule 401A.
• Increase client retention by ensuring that complaints are responded to on time.
• Protect brand reputation by promoting a closed-loop complaint handling process.
• Improve transparency through on-line case management, time stamped audit trails, and AutoReports, which automatically generate and distribute management reports.
• Enable site level, process level, and role-based security to ensure privileged information is disclosed only to authorized individuals.
• Streamline complaint handling and investigation process steps and improve efficiency with automated workflow tools.
• Reduce risk by escalating significant issues before they become past due or spiral out of control.
• Increase traceability and visibility to common problem areas by trending complaint data against key risk measures.
• Make informed decisions by leveraging powerful status reports and metrics.