Aptean Respond

Overview

Features

Aptean Respond

Aptean Respond is a world-class case and complaint management platform that supports every role in your customer experience team—from front-line agents and case managers to team leaders and executives.

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Elevate Customer Experience

Respond's intuitive, process-driven tools and dashboards empower your team to easily speed up case resolution, complete tasks, manage workloads, generate actionable insights, and access critical data—all in a way that your CRM is not built to manage.

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One Powerful Platform

Respond offers everything you need in one place. With it, your team can manage all facets of customer case management, streamline departmental communication, identify root causes, and deep dive into case analytics—all from a single platform. And Respond's industry-specific templates and reporting tools help keep you compliant with regulatory requirements.

Interactive Visibility

Respond provides interactive, customizable dashboards that can be easily configured to display the data needed by various user roles. The dashboards offer dynamic charts, tables, and trackers that provide at-a-glance visibility into the information that matters most—from case pipelines and outstanding tasks to performance metrics, root cause trends, and more.

SaaS and On-Premise Options

Respond is available in both cloud (SaaS) and on-premise models, so you can choose the option that works best for your business. Focused on minimizing your infrastructure footprint? Our SaaS option transfers the burden of hosting, upgrades, and security to our team of professionals. Prefer to host your own system? Our on-premise model provides you with maximum flexibility. Either way, you’ll have access to the full Respond feature set, and you’ll always own your data.

Flexible and User-Friendly

With Respond’s highly configurable platform, you can easily modify workflows or build your own case processes that employ specific rules, templates, and automation preferences. No knowledge of databases, programming languages, or scripting needed.

Deeper Insight

With the customer at the heart of the business, feedback and complaints play a vital role in driving product, service, and process improvements—but most businesses are still struggling to understand and act on customer feedback. Respond provides a comprehensive platform for improving customer interactions, accelerating case resolution, and generating actionable insights on how your organization can do better.

Increase efficiency, consistency, and compliance in complaint response
Track the status of open complaints in various stages of resolution
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
Identify and direct training to low performers, and reward and better deploy high-performing employees
Comply with regulatory demands through included templates, timelines, and reporting features
Learn from positive feedback and share wins with your front line

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Industries Served

Respond caters to banks, insurers, lenders, and other financial institutions, public and private healthcare providers, government and the public sector, and organizations in any industry that strive to improve their customer interactions.

Financial Services

Designed to ease financial sector compliance, Respond includes a customizable financial services template, reporting tools, and a visual timeline to help you meet deadlines.

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Healthcare

With Respond, hospitals and healthcare providers can efficiently capture patient experience data to identify recurring issues, mitigate risks, and take action to improve quality of care.

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The Power of Respond

Respond delivers an array of analytical tools, business intelligence, and workflow management efficiencies that empower your team to improve customer experience.

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