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"Customer Tells Story Only Once"; Service Request and Complaint Management module works as your customer service point that provides to automate service or complaint requests made by the customers from different channels by assigning them into various SLA queues ensuring the quality service. Dashboard visualization of the service and complaint requests gives the summary of the current situation.

Features

Key Abilities

  • Complaint capture
  • Service Request Capture
  • Resolution process and assignment to queues
  • SLAs and escalations based on customer segment
  • Tracking number delivery via SMS, e-mail
  • Attaching supporting documents to case
  • Fulfill all customer service requests within CRM
  • Dashboards and MIS Reports
  • Business Excellence Support
  • Automatic task generation for certain complaint types
  • Corporate Banking support for Complaint and Service Requests
  • Rich set of complaints and service requests automation
  • Wide range reports with Complaints Dashboard to Monitor
  • Parametric Queue definition and easy to adapt workflows
  • Gathering Requests from all alternative channels (ATM, Internet, Mobile, Call-Center, Branch, Social Media)
  • Performance evaluation of customer care services
  • IT independent workflow creation

    VeriTouch Customers

    • Ahli United Bank
    • Allianz Yaşam ve Emeklilik
    • Dubai Islamic Bank
    • FinansBank
    • Garanti Emeklilik
    • Ing Bank
    • Ithmaar Bank
    • Jordan İslamic Bank
    • Kuveyt Türk
    • Masraf Al Rayan
    • NBAD
    • NCB Capital
    • VakıfBank

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