Improve Complaints Processing to Eliminate Backlogs and Reduce Costs
Fluctuating volumes of complaints from customers and claims management companies (CMCs) make it hard to achieve efficient processing.
Manual complaint processing within banks requires large teams that need to be scaled up and down quickly. Operating in this way results in significant overheads. When demand exceeds capacity, backlogs build quickly causing delays and potential quality issues. Additional expense is often incurred if the process fails to meet customer and regulator demands, resulting in further appeals.
Accurate and thorough complaints handling is needed every time so that workloads can be managed effectively, and excess costs avoided.
SmartFlow automates the complaints process from the initial complaint submission to the final resolution. It fully automates many claims and reduces the human input required for complex ones. This means that complaints handlers can handle many more claims within a day, making it much easier to scale operations up and down as volumes fluctuate.
For complex complaints SmartFlow gathers and assesses all relevant customer data and provides the case handler with the information required to finalise the decision. This means informed decisions can be made almost instantly.
SmartFlow helps you to:
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Provide fast and fair customer resolutions
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Reduce manual labour and processing costs
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Eliminate backlogs, dealing with fluctuations in volume without the need for more staff
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Achieve 100% accuracy reducing cases with further appeals
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Autogenerate audit trails for regulatory compliance
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Automate electronic communications providing fast personalised customer experiences
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Keep all systems up-to-date automatically
Backlogs Mean Complaints and Customer Redress Often Takes Banks Over 60 Days - With SmartFlow Most Cases Are Closed in Minutes
Backlogs mean that customers often wait more than 60 days for resolutions and redress.
SmartFlow automates complaints processing, eliminating backlogs and reducing time spent on slow manual processes. With SmartFlow even complex cases can be resolved within minutes.
From 4 hours with RPA to 6 Minutes with SmartFlow
A major retail bank were struggling with a high volume of complaints and growing backlogs.
SmartFlow enabled them to process complaints
40 times faster.
They had already implemented RPA task automation but with SmartFlow they were able to further reduce processing time for each claim from 4 hours with RPA, to 6 minutes with SmartFlow. They also increased productivity by using SmartFlow to enable claims handlers to work on
multiple cases in parallel.
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