Aptean Respond

Overview

Features

Aptean Respond

Aptean Respond is a powerful complaints and case management platform that supports every role in your customer experience team – from frontline agents and case handlers to team leaders and executives – helping your organisation stay compliant with regulatory requirements and deliver an outstanding customer experience.

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Elevate Customer Experience

Through configurable workflows and user-friendly dashboards, Respond empowers your team to improve customer interactions, speed up case resolution, manage workloads, and generate actionable insights – all in a way that your customer relationship management (CRM) system is not built to manage.

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Excel at Regulatory Compliance

Respond provides industry-specific templates and embedded, customisable reporting tools to help you stay compliant with current regulations – including the Financial Conduct Authority’s (FCA) Dispute Resolution (DISP) and the General Data Protection Regulation (GDPR), amongst others.

Gain Interactive Visibility

Respond is built upon a series of interactive, customisable 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.

Choose from 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 minimising 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.

Save Time and Boost Efficiency

With Respond’s highly configurable platform, you can easily modify workflows or build your own case processes with specific rules, templates, and automation preferences – no programming or database knowledge needed. The platform’s step-by-step workflow makes it easy to navigate, enabling new users to get started with little to no training. And with user-friendly dashboards that show the exact status of each case, cases can be seamlessly transferred from one team member to another without missing a step.

React to General Data Protection Regulation (GDPR) Rights Requests

Respond enables organisations to react to GDPR rights requests in a timely and efficient manner. With Respond, you can stay organised and manage all case management tasks in one single system.

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 organisation can do better.

Configure your own timelines, escalation paths, and workflows
Meet regulatory compliance
Increase quality, efficiency, and consistency of 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 with a step-by-step path to follow
Monitor staff performance and provide guidance
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 organisations in any industry that strive to improve their customer interactions.

Financial Services

Designed to ease financial sector compliance, Respond includes a Financial Conduct Authority (FCA) compliant template, tailored reporting tools, and a visual timeline to help you meet deadlines.

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Introducing Aptean Respond 7.0

Product Partners

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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