VeriTouch Complaints & Service Request Management on Microsoft Cloud for Financial Services

One of your main challenges as a bank is to maintain a positive customer experience and address customers’ requests in a timely manner. Managing complaints and service requests in an efficient way is crucial for customer retention.

Imagine this: One of your customers (let’s call her Abigail) called you and said that her debit card was captured by an ATM machine. She needs a replacement card immediately.

Many times, banks receive these requests through telephone calls and then it is passed on to the back office for embossing and card delivery processes. They print a physical card then send the customer a new card with a new number. But it could take weeks for the replacement card to arrive. Legacy technologies and operating processes that are incapable of managing the "escalating" challenge could ruin your entire your customer journey.

The Complaint & service request app enables a significant decrease in resolution time by offering a paperless workflow and pre-populated templates with customer data. 

With a huge number of automated journeys already built in for the complaints management workflows, the contact center agent can quickly select the type of customer's complaint or request from a predefined list and enter all the necessary information required for its resolution so that Abigail tells her story only once throughout the resolution process. 

The complaint/service request is then escalated to the relevant team members (Card Operations Team in this case) instantly. The routing system generates the tasks required for resolution of each request one after another and assign them to appropriate queues for processing. Or you can guide your customer to issue a replacement card on the spot with instant card issuance services if your bank offers that feature. Any process taking weeks will be reduced to same/next day resolution ultimately keeping your clients happier and retaining them longer.