Complaints Management

Our Caresmart module is specifically designed to meet the needs of Financial Services Managers who have to adhere to a regulated complaints process. Normal helpdesk systems fail to satisfy because there is no audit capacity, no root cause analysis and no upward referral to FOS. Caresmart has been refined over many years by major bank and building society customers to help manage a demanding balance of requirements and compliance regimes.

As Treating Customers Fairly (TCF) becomes a greater influence on the business, the costs of failure intensify and you feel the effects of an increasing propensity for customers to complain, a robust and specialist solution is a key requirement for sustainable success.

Caresmart allows, if required, overall SLA statistics, visibility of actions, and granular case level data for your reporting line all the way up to Head of Compliance and CEO level.

Caresmart has many advantages:

• Allows you to set common standards across one or many teams and locations
• You tailor and configure the system to implement your own brand of customer care
• Tracks customer complaints from inception to solution with ‘Stop the Clock’ functionality
• Allows you to turn complaints into feedback on sales or service quality and drive corrective action throughout your operation
• Manages all workflow activity including letters and authorising refunds
• Allows drill down to case level and root cause analysis
• Drives efficiencies and reduces paperwork
• All operators can easily be trained to use and develop their learning through use of the system
• Automatically creates the reports required by the Financial Services Authority (FSA) and produces many other types of Board and trending analysis

Download details about Caresmart here.

Many customers also use our testing software, Testsmart, to make sure all staff are consistently applying the rules and standards required.

If you would like to receive more information about our Complaints Management module Caresmart or request a free demonstration, please contact us now.