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Square peg in round hole


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Complaints Management - why force a square pin into a round hole?

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Square peg in round hole

  1. 1. 1 Respond In Complaints Management Why force a Square Peg into a Round Hole?
  2. 2. 2 Respond When there is an easier way! Use a Purpose-Built Complaints Management System
  3. 3. 3 Respond Why force a Square Peg into a Round Hole? • Do you use Excel to do your accounts? • Do you use Outlook to produce documents? • Do you use CRM to manage complaints? • Are you thinking of developing your own system? In all the above, with enough resource, effort and time, you can! But why?
  4. 4. 4 Respond CRM • CRM systems are people-centric; providing up-to-date information about a customer; their name, address, phone numbers, email addresses, products or services they use, etc. Updating one field will affect their whole record. • Standard CRM systems keep all the information with the customer record, case information and evidence is not segregated but are all lumped together. Only one contact is accommodated so no additional contacts are catered for. Workflows and tasks are not standard features. • Complaints management can be shoe-horned into CRM, but it will not provide a world-class solution.
  5. 5. 5 Respond CRM vs CMS • What CRM Systems do and do not do • Complaints/Feedback vs. Service Requests • Customer centric vs Feedback/Complaint centric. • Integrating and leveraging CRM Feature Typical CRM CMS Remarks Ability to capture trouble/complaint information Yes Yes Ability to capture multiple aspects of a single complaint No Yes Most CRM data models will restrict this functionality Ability to create specific workflows for a given feedback type No Yes CRM systems will require customization Ability to generate standardized documents from templates Limited Yes Most CRM systems have limited flexibility Diary Function with Alerts and Escalation Limited Yes CRM calendar/activity functions not designed specifically for feedback management
  6. 6. 6 Respond Home-grown custom-developed system • Developing a custom system takes man-power, good understanding of what is required and lots of time! • Flexibility is an essential component to allow changes to be made quickly and easily, preferably by business • Most IT departments are under-staffed and overloaded but they can do the job – eventually!
  7. 7. 7 Respond Use a Purpose-Built Complaint Management System From start to end of the process, simple or complex, one or many issues, or multiple teams, a CMS is involved. Perform Root Cause Analysis Implement Change Management Reporting Monitor KPIs Track Satisfaction Quality Control Operational Control Manage Monitor Resolve Investigate Review Escalate Capture
  8. 8. 8 Respond A good Complaint Management System (CMS) Is case-centric; all facets of each case are kept together. CMS will manage: • One or more cases can be logged against one contact – Each case is discrete and is separated from others. • One or more contacts – Complainant, relative, attorney • One or more complaint aspects – Late payment, IVR failure, rude agent – Each one is discrete but belongs to the same case
  9. 9. 9 Respond A good Complaint Management System (CMS) CMS will manage: • Evidence – Emails, recorded phone calls, supportive documentation • Costs – Regulator charges, refunds, ex gratia expenditure • Business owned and controlled – Modifications, additions, reports; quick to do CMS includes a branching workflow driven by decisions made along the process. Tasks with associated SLA’s move the case from one stage to the next.
  10. 10. 10 Respond FOUR CORNERSTONES OF A CMS • Compliance – Supports a robust complaints-handling process – Ensures fair outcomes for customers – Produces regulated reports Comply with Industry Regulations
  11. 11. 11 Respond FOUR CORNERSTONES OF ACMS • Improve customer service – Make it easy to contact you – Take responsibility – Be accountable Improve Customer Service
  12. 12. 12 Respond FOUR CORNERSTONES OF A CMS • Enhance efficiency – Be consistent – Use standardised processes – Improve productivity Enhance Efficiency
  13. 13. 13 Respond FOUR CORNERSTONES OF A CMS • Root-cause analysis – Spot trends – Categorise the aspects – Remove causes Root Cause Analysis
  15. 15. 15 Respond CUSTOMER REGULATED ORGANISATION CMS Solution Overview In person/Telephone Letter/Fax Questionnaires/Other forms Web site Email SMS/Text message Facebook Twitter Customer Feedback Customer Feedback Case Agent Customer Feedback Customer Feedback Your organisation
  16. 16. 16 Respond  Simple step-by-step workflow  Fast logging/viewing feedback  Fast and efficient  Easy to do the right thing  Easy escalation  Easy immediate resolution where appropriate  No specialist knowledge/skills – prescribed screens/options CASE AGENT CMS Case Agent Customer Feedback Customer Feedback Case Agent Case Agent Telephonist/ Receptionist /Employee Customer Feedback Customer Feedback Front-line personnel Call-Centre Agent Your organisation
  17. 17. 17 Respond  Manage complex multi-stage workflows  Tailored dashboard and menus  Outlook integration  Scheduled reporting  Real-time management metrics  Structured task and workflow- based activities  Monitoring of staff and case performance CASE MANAGER CMS Case Manager Customer Feedback Customer Feedback Case Manager Case Agent Case Agent Case Agent Customer Feedback Customer Feedback Front-line Personnel Call-Centre Agent Your organisation Complaints Team Telephonist/ Receptionist /Employee
  18. 18. 18 Respond Customer Feedback Customer Feedback Case Manager Case Agent Case Agent Case Agent BUSINESS MANAGER  Configuration made by the business  No IT involvement required  Quickly change processes by product or service  Adapt to rule changes  React to changing complaints behavior  Root Cause Analysis through Management and BI reporting Customer Feedback Customer Feedback Front-line personnel Call-Centre Agent CMS Business Manager Business Manager Your organisation Case Manager Telephonist/ Receptionist /Employee
  19. 19. 19 Respond Respond is the world-leader in complaints and feedback management systems • Many Financial Services Companies and Regulators around the world use Respond to: – Close the loop on customer feedback – Go from anecdotal to analytical – Get to root causes • Respond is an off-the-shelf complaints management system – Implemented within weeks • Get more information about Respond: Here • Let us know if you would like to see Respond in action – 011 783 1009/1016