Customer Complaints Management

Yet another good example of use of FURIA management system can be management of customer complaints.

How do you treat the complaints? Do you have some legal remarks or obligations in regards to recording, notification and resolving customer complaints? What tools, besides Excel and email, you actually use for that purpose? We hope that it is nothing much expensive, “dedicated” software, limiting you in its boundaries and unable to communicate and interfere with Operational Risk or other control units.

Consider using FURIA for that purpose. So what’s the task? Make new Hierarchy, or simply use existing one, that one that you use e.g. in Compliance Reports. Now, create Customer Complaint Report and Customer Issue (the actual complaint of angry or dissatisfied customer).

Stop there for a moment. You can easily see that Customer Complaint Report is exactly one Customer Issue, 1 on 1. What you have as issue is 1 single complaint, referring to 1 process where customer isn’t satisfied, in charge on 1 responsible manager, typically Branch Manager of some smaller office or unit.

And you have also type of complaint (service quality, miscalculation, etc.), reference to the relevant source (laws, regulations, internal procedures, etc.), type of risk (Operational Risk, Reputation Risk, etc.) and the monetary value of the risk (customer $/€ demands on payback, external services, etc.).

Finally you have resolution measures that should be undertaken to handle the complaint case, the responsible person and the deadline. Same or similar to Audit atoms, isn’t it?

Then you set the roles and the access rules on this new type of atoms, according to your Customer Management Policy.

Finally, you should be able to actually manage your complaints on transparent and efficient way, but also you can provide the information that cannot be easily taken and processed from emails and other type of communication. That information is now referred to particular Compliance Policy and Customer Care Policy, but also to bunch of the laws that are targeting the customers to get what they want from you.

Make cross-reports with other types of atoms and you will have very broad and much more clear picture than you could imagine before. Now you can see direct links between pending incompliance with the regulations, detected audit findings and now its materialized representation – customer complaints.

The whole circle is there, so you can make some conclusions and assumptions based on reliable data even when it comes from multiple sources!

We hope that these examples can give you as a Manager proper picture of what FURIA is and how it can be used for proper evaluation and actual management of the risk. During the system exploitation there will be more of such direct self-explanatory materials in the product whitepapers, so please check back on our site from time to time to get them for free.