Optimise Processes With a Complaints Management System
Looking to streamline complaints processes, achieve better outcomes and simplify compliance in your financial services firm?
Our all-in-one case and complaints management software, Aptean Respond, optimises your complaint handling workflows, boosts customer service and helps you manage risk with data-driven insights.
Explore Our Complaint Management Software Tour
Use the free tour below to see Aptean Respond in action. Discover how our complaint handling software helps you resolve complaints quickly, streamline case capture, enhance user experience and more.
Raise the Bar on Customer Satisfaction
With the right tools, your organisation can respond faster, smarter and more ease, turning customer challenges into opportunities for loyalty.
Resolve Cases Faster
In complaints management, customer experience is paramount. That's why you need efficient customer outcomes and case resolutions to maintain customer satisfaction and retention. Aptean Respond offers everything you need to streamline your case management processes from industry-specific templates, customisable workflows, quick-to-read dashboards, as well as a wealth of tools to aid you in reaching a fair resolution quickly.
Trusted by Teams Committed to Complaint Handling Excellence
Organisations across financial services industries rely on Aptean Respond to strengthen complaint capture, improve response times and elevate the overall customer experience.
“The Aptean Respond product suite has improved the capture of complaints and feedback around the organisation. We now have a better picture of issues and can monitor precisely how we are capturing the information and how we are performing in responses times.”
AXA Insurance
What Could You Achieve With the Aptean Respond System?
Our complaints management system provides a comprehensive platform for improving customer interactions. Here are just some of the benefits to expect.
Increase efficiency, consistency and speed in complaint response
Identify and support vulnerable customers
Get to the root cause of customer complaints, spot trends and correct the underlying issues
Streamline employee training and improve compliance with a step-by-step path to follow
Comply with regulatory demands through included templates, timelines and reporting features
Identify and direct training to low performers and reward and better deploy high-performing employees
Product Partners
Our Product Partners play a key role in extending the reach and value of our solutions. Together, we deliver proven technology backed by strong partnerships that help organisations achieve successful, scalable outcomes.
KPMG and Aptean Respond
KPMG and Aptean Respond
What Can Businesses Do to Help Vulnerable Customers in South Africa?
With economic and pandemic issues increasing in South Africa, it has never been more important to identify vulnerability and provide the appropriate support to every customer.
Aptean Partners With Voxtron to Increase Presence in the Middle East
This partnership is another key milestone in Aptean’s continued growth strategy in the Middle East.
Remediation Made Easy
Remediation exercises disrupt normal business operations. Aptean Respond’s automation tools and adaptive flexibility are equipped to streamline and help ensure accurate programme events, while providing your leadership team with the information required for a successful programme.
Minimise Disruption – Adapt workflows according to evolving compliance standards.
Reduce Risk – Deliver and evidence the intended outcomes in line with the regulators’ expectations, providing full visibility and traceability of each use case.
Lower Costs – Efficiently execute your remediation programme, automate routine tasks and focus on high value activities.
Faster Resolution – Leverage data from past cases to benefit from real-time smart suggestions that will help guide them to a more consistent and accurate customer outcome.
Easy-to-Use Features. Measurable Benefits.
Omni-Channel Support
Communicate with your customers the way they want. Whether it’s through social media such as Twitter or Facebook, self-serve through an online contact form, SMS messages or directly through email. Our case agent and case manager features will provide you with the tools you need to effectively engage your customers, no matter how they reach you.
Consumer Vulnerability Detection
The first solution of its kind, Consumer Vulnerability Detection is a built-in text analytics solution that scans inbound customer communications for signs of potential vulnerability which might otherwise be missed during the case handling process. Vulnerability markers are flagged for frontline staff and case handlers, alerting them to take a closer look and assess whether a different approach is needed to provide the customer with the right support.
Case Lookout
Addressing your customers’ concerns quickly, accurately and fairly is critical in maintaining your customer satisfaction. By leveraging data from past cases, Aptean Respond’s case lookout can proactively present model cases to your customer experience team and provide real-time smart suggestions that will help guide you to a more consistent, more accurate and timelier customer outcome.
Configuration Manager
With Respond, you can design your perfect customer feedback process and define the way your agents and case managers handle customer interactions. Respond Configuration Manager puts you in control with a simple, wizard-driven interface that guides you through all of the software's configurable features. From defining escalation paths to building the workflow required to close out a case or capture a compliment, you can do it all—no expensive consultants or integrators needed.
Walk in Your Customers’ Shoes
Customer feedback is critical for measuring the success of your customer service operation and improving your case management process. Respond survey embeds a customer feedback solution within your complaints management process, enabling you to create engaging, context-sensitive customer surveys. Quality accelerator provides risk-based, real-time quality assurance and retrospective quality control. It allows you to monitor your team’s case handling practices and identify areas for improvement.
Flexible Reporting and Analysis
Aptean Respond provides the flexibility for you to use your data the way you want to. With business intelligence (BI) direct you can export your data in a standard online analytical processing (OLAP) format, allowing you to leverage the reporting tools of your choice to slice and dice the information. With XSync, you will be able to synchronise your Microsoft Excel workbook with Aptean Respond in real time. Allowing your team to quickly conceptualise data visualisations from within a tool they already know.
Language Packs
Support operations in multiple regions and staff with various language needs with Respond language packs. French, German, Italian, Spanish and Polish language packs can be easily applied to your Respond system. When a language pack is applied, the core Respond product is translated into the selected language.
Expert Insights for Smarter Complaints Management
Stay ahead of evolving customer expectations and regulatory requirements with insights designed for modern complaints management teams.
Close the GAP: The Importance of Governance, Accountability and Performance Monitoring in Complaints Management
Improve complaints handling with stronger governance, accountability and data-driven performance.
Insights Into the Future of Complaints Management With AI
Discover insights from industry leaders on how AI is reshaping complaint management and how your business can navigate the shift.
Combining Human Empathy and AI in Financial Services To Transform Complaint Handling
Smart tech meets human touch—see how AI and empathy can reshape complaint handling in financial services.
Want to see our complaints management software in action?
Contact us to today to get your free consultation and personalised demo of the software.