Complaints & Service Requests
Empathetic, Transparent, and Compliant Resolution, Powered by VeriTouch
VeriTouch’s Complaints & Service Requests module enables financial institutions to deliver faster, smarter, and more transparent service experiences across all channels. By centralizing complaints, inquiries, and service requests into a unified CRM platform, it ensures resolution tracking, accountability, and seamless collaboration between front-line staff and back-office teams.
Built on Microsoft Dynamics 365 and tailored for banking, VeriTouch helps your teams respond with empathy, context, and consistency—turning negative moments into long-term loyalty.
Unlock the Advantages
-
End-to-End Complaint Lifecycle: Track every step—from intake to resolution and feedback—within a fully transparent, auditable process.
-
AI-Powered Workflows & Smart Routing: Automate routing and escalations based on SLAs, customer segments, and priorities—ensuring timely and accurate resolutions.
-
Empowered Frontline Teams: Give agents the full picture with customer history, product details, and guided actions—resolving issues on the first interaction.
-
Operational Transparency & Control: Monitor escalations, SLAs, and root causes with real-time dashboards and timers—supporting better decision-making.
-
A Platform for Continuous Improvement: Turn every complaint into insight and action using integrated feedback loops and reporting.
-
Optimized Capture Across Channels: Capture requests easily through a streamlined UI with support for both digital and assisted channels.
-
Standardized, Automated Resolution Flows: Ensure consistency and reduce manual effort through configurable workflows and straight-through processing.
-
Faster Turnaround, Higher Satisfaction: Accelerate time-to-resolution with automation—improving CX and agent productivity.
-
Compliance-Ready with Full Audit Trails: Stay in control with role-based access, full traceability, and SLA enforcement.
-
Seamless System Integration: Connect directly to CRM and back-end systems—eliminating duplicate entry and rework.
Core Capabilities
-
Structured Capture of Complaints & Requests
Easily capture complaints, service requests, suggestions, and inquiries using a user-friendly interface—available across CRM and direct digital channels (e.g. Internet Banking, Mobile, ATM, Kiosk, Website).
-
Intelligent Routing, SLAs & Workflow Orchestration
Automatically route cases based on customer segment, priority, and channel—ensuring the right team handles each case within SLA. Configure multi-level workflows with branching, parallel task execution, and escalation rules to manage both case- and task-level timelines seamlessly.
-
Tailored Resolution Flows
Define dynamic resolution workflows and assign tasks across teams, queues, and channels—customized by customer segment, priority, or channel.
-
Customer Communication & Feedback Tracking
Notify customers at key stages via SMS/email and assign satisfaction measurement tasks to close the loop.
-
Monitoring dashboard and reports
Use built-in dashboards and reports to monitor case aging, satisfaction, resolution status, root cause, and queue performance.
-
Access Control & Auditability
Restrict visibility of sensitive cases by user/role and access level, ensuring compliance with internal governance.
See it in action!
All VeriTouch Modules
Success stories
Blog
How banks can simplify treasury onboarding, reduce operational friction, and...
Explore how VeriPark and Microsoft enable financial institutions to become AI...
Three practical ways banks can use AI-driven sales and CRM to spot revenue...