Complaints & Service Requests

Complaints and Service Requests

The customer should tell his story only once

This module offers operational excellence by providing automated processes for the resolution of complaints and service requests. Once a complaint or a request is captured, it’s automatically routed to relevant back office queues for fulfilment. The key benefits are:

  • ​Improving complaint & SR capturing process with optimized UI and direct channel support.
  • Enhanced efficiency in complaint & SR resolution with standardized processes.
  • Reducing turn-around time and enhance customer experience with STP support.
  • Tailored SLAs, assignments, and resolution process flows to specific customer segments, channels, and priorities.
  • ​Increasing control with monitoring dashboards and root cause analysis capabilities.​

Key Features

  • inbound calls icon

    Capturing complaint and service requests with structured entry of details

     

  • Activity Management & SLAs icon

    SLA’s and escalations on complaints, requests and resolution activities

     

  • data icon

    Segment, priority and channel driven routing and assignment

     

  • Digital Lending Key Features 7

    Configuration driven resolution process stages for any type of complaint or service request

     

  • dashboard icon

    Monitoring dashboard and reports

     

Complaints & Service Requests - Screenshots

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Request a live demo and let us show you how VeriPark provides automated processes for the resolution of complaints and service requests.