Complaint Management (COM)

Introduction
The module is part of the Frontend Management cluster which provides for the management of the banking outlets, cash machines, (night-deposit) safes, retail shops and retail safes. COM contains the management of complaint and queries related to a service, an order, a cash machine, a location or bill.

Business context
The interaction with clients concerning the quality of the service is important for a bank or CIT. A complaint needs to be followed up by the right person within the company and resolving complaints needs to be reported on regularly.

Description
A client is able to register a complaint relating to the service or cash points within his authorization profile. The complaint is then shown in the complaint monitor for further processing. All complaints have a service level for resolving and getting back to the client. A complaint is forwarded to the person (or backup) responsible for the client operation. The module contains a tree structure to register reference to persons for certain complaints. The complaint actions and completion are registered in the module by the person responsible to resolve it. The client receives feedback on the complaint after each change to the complaint information. The complaints are reported against the service levels.

Module input
· Complaints

Module output
· Complaint resolutions and information

User profile
Customer service department, Client Manager, Operation Manager, Client 

Brochure