The bank sought to replace many disparate customer management platforms with a single global complaint management solution (CMS) that could be adapted to create a cyclical self-learning form of complaint resolution for each market.
As one of the largest banking and financial services organisations in the world, our client has over 7,500 offices in 80 countries and more than 50 subsidiaries.
The company wished to embark upon an ambitious transformation project that would see it replace its existing complaints management systems with a single adaptive solution that would span all its Retail Banking and Wealth Management (RBWM), Commercial Banking and Private Banking Divisions, as well as multiple brands.
In the RBWM side of the business alone, the total volume of complaints is estimated to be between 1.1-1.2 million per annum and the replacement system would be accessible to approximately 60,000 frontline users and 2,500 dedicated complaint handlers.
The global complaint management solution needed to be centrally managed but with the option to tailor it to regional requirements. These included workflow processes in the local language/s, regional and global compliance regulations, and rulesets for different customer subsets. The solution needed to encompass the entire complaint management cycle, from logging complaints through to escalation and resolution, as well as providing the necessary Management Information (MI) to monitor complaint trends and provide continuous improvement and deliver global oversight.