Transforming complaints into business advantage
A strong complaints process is critical for your corporate reputation and is evidence of how well you treat your customers and manage their concerns.
Spreadsheet based or home-grown systems that were once adequate are no longer enough to keep pace with today’s regulatory demands. The market today demands increased scrutiny of both the complaints process and of a firm’s reporting output. It is crucial that firms operate a robust and effective complaints management system.
The Financial Conduct Authority (FCA) have been very clear about the regulatory expectations of firms in respect of complaints management. Here at Worksmart we have invested heavily to deliver a complaints management solution that not only meets regulatory standards, but also produces the required regulatory reporting MI.
Beyond meeting regulatory needs, Worksmart’s intuitive complaints software, Caresmart, gives you real business advantage This product makes it easy to capture, manage, track, communicate and report on complaints across your entire business network, ensuring your responses to customers are quick, fair and consistent regardless of how they contact your company. This is important when managing complaints because so many people across a business can ‘touch’ a complaint from initial registration to final resolution
With consumers increasingly vocal and visible, your team’s response to a complaint determines your reputation and regulatory risk. When customers feel they are not being heard or dealt with sensitively, they turn to social media, and given on-line speed and reach, business reputations can be damaged in a single click.
Using Caresmart for complaints management enables every member of staff, from the regular to the occasional user, to easily manage their part of the process. Additionally, your entire management team can view the current status of any complaint being handled at case level. As a business you can observe trends, review actions and track every complaint to provide strong transparent customer solutions and, at the same time, uphold compliance needs.
With Caresmart your company’s reputation is safe with your customers, the regulator and the wider market. Now that is the route to clear business advantage.