Equiniti installed its award-winning complaints and feedback management software at the client’s head office. It was provided a central dedicated complaints management system across all customer touch points.
All complaints are now recorded and integrated with their customer management system. This includes all overseas gateways allowing representatives to log complaints at the resort.
With Equiniti’s technology, our client is able to accurately report against all complaints received into the business allowing them to identify problem areas and properties so that they are able to take action to rectify the issues.
It has also increased the efficiency of the customer services department by eliminating the need to file all hard copies of customer letters. These are now stored as digital images attached to individual case records.
With its diary management facility, the system has allowed them to manage workloads, set priorities and measure productivity levels.
With its intuitive workflow process, response times to customer complaints have been significantly improved from the standard 28 days – as required by ABTA – to 17 days which is substantially below the industry average.
Before Equiniti there was no real information available to the business to highlight problem units, what they were costing the business and what action was required to rectify issues. The business worked on assumptions and gut feeling rather than fact.
Equiniti’s technology reports specifically on the problem areas, detailing the relevant units and attributing the compensation payment made to the customer. This information is provided instantly and in real-time.
Significant noticeable benefits:-
• Turn-around time on letters improved.
• Work diaries are set up to prioritise oldest complaints first.
• Automatic work flow processes set workload.
• System generates automatic acknowledgement letters.