Complaints Management (CMGT)

Financial institutions receive hundreds, or even thousands of feedback items from their customers each day. Frontline employee teams can struggle to understand the nuances and changing regulations that may categorize feedback that they receive as a Complaint with regulatory implications. Complaints Management (CMGT) takes care of this for you by using business rules that you can customize to fit your institution. The application automatically categorizes and prioritizes all customer feedback items.

CMGT uses an intuitive portal to capture customer feedback with minimal training and facilitates the resolution of all complaints through configurable task assignment that ensures every complaint is reviewed by the appropriate teams within your organization. Dynamic task due dates can be configured based on severity, priority, and regulatory considerations in order to drive your team to meet important deadlines.

Lastly, it can be difficult to achieve comprehensive reporting, or to view the history of individual complaints without a robust management application like CMGT. Details can be scattered across emails or siloed in systems that can’t share their data. CMGT allows for integration with your core systems as needed, and provides highly detailed audit history to see exactly how the case evolved over time, and who was involved. This collection of data is then aggregated to provide higher level reports that show trends over time, and help to respond to regulatory inquiries.