Aptean Respond

Aptean Respond is a powerful case 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

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, facilitate departmental communication, retrieve data, conduct root cause analysis, and deep dive into case analytics—all from a single platform. Customizable reporting tools are embedded into the framework to help you comply with industry regulations.

Interactive Visibility

Respond is built upon a series of interactive, customizable dashboards that can be easily configured to display the data needed by various user roles. The dashboards offer dynamic charts, tables, and graphs to 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 can 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 experiences, spot trends, and correct the underlying issues
  • Streamline employee training and improve compliance with a step-by-step path to follow
  • Direct training to low performers flagged by the data, 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.  

Product Partners

  • Cirrus TechVue

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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Prior to deploying Respond, we had lots of different processes and systems that didn’t really talk to each other. Now, we no longer have such workarounds.

— Adam Trout, Compliance Officer, MYJAR

MYJAR Improves Customer Service with Aptean Respond

MYJAR is a consumer credit provider that is committed to providing exceptional customer service. True to their ethos, ‘there when you need it’,…

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Aptean Respond

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  • Sep18

    Respond Complaints Working Group - London

    Sep 18, 2018   |  London, UK

    The chance to meet other senior complaints staff within the Financial Services and discuss business issues that are impacting…

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  • Oct18

    Respond Complaints Working Group - Dublin

    Oct 18, 2018   |  Dublin, Ireland

    The chance to meet other senior complaints staff within the Financial Services and discuss business issues that are impacting…

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Related Resources

All Resources
Aptean Respond Product Datasheet
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Datasheet

Quality Assurance and Quality Control
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Whitepaper

Customer Feedback Can Take Your Business to the Next Level
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Whitepaper

Aptean Respond Quality Accelerator
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Datasheet

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