Aptean Respond Whitepaper: Increasing Complaints Management Efficiency with Cloud Solutions

Increasing Complaints Management Efficiency with Cloud Solutions

Why protecting your reputation and service levels has never been easier for financial services businesses.

Managing complaints effectively is critical for building and maintaining customer loyalty, enhancing customer satisfaction and, ultimately, boosting revenues. But, as we all know, managing complaints can be a complex and time-consuming process. Omnichannel complaints are now the order of the day, making it challenging to record every complaint, never mind resolve them. The increasingly complicated nature of complaints poses an additional challenge, with many complaints requiring several steps, including investigation, escalation, resolution and follow-up, all of which take time and require precise coordination, often across different teams and departments. As the financial services industry becomes more competitive, customer loyalty is key.

More financial services businesses are discovering that their current complaint management systems and processes are no longer fit-for-purpose, unable to deal with rising complaint volumes and increased complexity, and ill-equipped to underpin the stringent compliance requirements set out in RG 271. Limited in both functionality and flexibility, legacy systems, solutions and processes are preventing businesses from achieving effective complaint management and robust compliance.

Why change to a complaint management solution in the cloud?

Transitioning to a modern cloud-based complaint management system delivers incremental benefits for financial service by helping to:

› Streamline your complaint management processes, improving efficiency, reducing costs and achieving better outcomes with a highly configurable, intuitive solution that features intelligent automation as standard.

› Quickly identify trends and accurately monitor performance whilst making better, data-driven decisions thanks to built-in advanced analytics.

› Achieve optimum levels of data security and confidentiality in the cloud, far exceeding those you can achieve on-premise.

› Ensure watertight regulatory compliance with RG 271 and other requirements with the added reassurance of regulatory best practice baked in to the solution.

› Empower your teams to deliver faster, positive outcomes, whilst facilitating a simplified training process too.

› Put complaints at the heart of your business and ensure data consistency and reporting thanks to seamless integration with other business systems.

› Inform continuous improvements and showcase the true value of complaints data through the invaluable insight that you can derive from your complaints.

Why make the change now?

The pandemic has accelerated the adoption of cloud-based technologies, making it easier and more secure to deploy and use modern, cloud-based solutions. Remote or hybrid working is now the norm and cloudbased systems facilitate this new way of working perfectly, as well as ensuring systems are always up-todate without the need for costly and time-consuming upgrades.

The right partner for your digital journey

Choosing the right partner to help you on your digital complaints journey is key. Choose wisely and dedicated teams will work alongside you to develop a plan that caters specifically for your business needs, providing tailor-made training and support to help your transition. Ongoing support will make sure you derive optimum levels of value from your complaint management tool today and in the long term.

Why Aptean Respond?

Having worked with the financial services industry for over 30 years, the Aptean Respond team understands the daily pressures the sector faces. With the right complaint management system in place, it’s possible to nurture long-term customer relationships, manage complaints and leverage feedback to drive real business value, all while optimising customer service and ensuring water-tight compliance with stringent regulatory requirements.

The Aptean Respond complaint management system helps you to achieve complaint management excellence, allowing you to focus on your core business, staying efficient and profitable, whilst boosting customer satisfaction and delivering better outcomes for your business and, crucially, for your customers.

About Aptean

Aptean is one of the world’s leading providers of purpose-built, industry-specific

distributors effectively run and grow their businesses. With both cloud and

deployment options,

is headquartered in Alpharetta, Georgia and has offices in North America, Europe and Asia-Pacific.

products, services and unmatched expertise help businesses of all sizes to be Ready for

To learn more about Aptean and the markets we serve, visit www.aptean.com