careSmart
careSmart is a scalable customer feedback and complaints management tool that handles high volumes and complex cases to the challenging standards demanded by customer expectation and regulation. Irrespective of where complaints originate, careSmart manages the complete lifecycle of the issue, including action lists, priority statuses, escalation procedures, complex case splitting, root cause analysis, settlement and highly flexible reporting for internal and external stakeholders.
Benefits
- Suitable for small organisations as well as large enterprises, from 50 to 20,000 employees in one or many locations, offices or call centres
- Can be configured to any company’s system, processes, organisational structures or compliance regimes and embedded between CRM and Finance systems
- Identifies those complex problems which need handling with extra discretion or where multi-team investigation is required
- Delivers significant efficiency cost savings and a compelling return on investment (ROI)
- Enables managers to step change customer experience levels and drive business change
- Provides evidence of treating customers fairly (TCF) for embedding into corporate culture and processes
- For FS customers it provides specific Regulatory reports and escalation processes for referrals to the Financial Ombudsman Service.
Key features
- Configurable, scalable and seamlessly integrates with front, middle and back office systems
- Manages multiple feedback/complaint entry points; online, postal, phone, customer facing
- Paperless workflow tool for multi-site complaints handling
- Ideal for complex regulatory complaints processes including ‘stop the clock’ functionality
- Provides meaningful management information (MI), business intelligence (BI) and trend data from root cause analysis
- Complete permissions driven access enables different views and functionality for operators, managers and central Audit and QA teams
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