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Respond

Respond is a complaints and case management software solution which is easily tailored to your unique processes.  It is suited to organisations of all sizes with a need for an efficient and proven method to run their customer feedback operations

Why is it different?

Many organisations are experiencing challenging market conditions including increased competition, commoditisation and the need for innovative differentiation; the expanding gap between customers’ expectations and actual experience; and growing compliance and legislative demands. 

With the customer at the heart of the business, feedback and complaints play a vital role in reducing the gap between an organisations strategy and the actual customer experience. As a opposed to forcing a CRM solution to do something it cannot, Respond offers a deep feature set to collect and assess feedback for your enterprise. With Respond, feedback can act as a business barometer by exposing early warning signs of inherent problems and providing the insight to drive essential product, service and process improvements throughout the enterprise. 

Get Ahead of the Pack - Successful Root Cause Analysis is your untapped secret

Professional complaints handling is more than resolving the individual case; it has to be about using the information you obtain to help avoid complaints in the future. We all need to fix the real problem and not just deal with the complaint. In this regard your most valuable source of information is what your own
customers are already telling you, through complaints.
To professionally handle their complaints, what are banks and Financial Services organisations doing to resolve their individual customers’ grievances and in addition to this, to actually prevent additional customers experiencing the same problems?