Infosys Complaints Management

Overview

Customer experience is inevitable in today’s digital age. Managing customer complaints transparently and addressing them timely will make or break the experience. Enterprises need to ensure that their customers are treated fairly for each complaint logged, rectify it with the desired level of quality and provide them with good user experience.

Enterprises are thus investing heavily in transforming the customer experience, especially managing customer complaints. For this, Infosys has built a Complaints Management solution on ServiceNow’s platform. Part of Infosys Cobalt and listed on Industry Solutions showcase on ServiceNow app store, Infosys Complaints Management solution enhances customer experience and helps organizations to comply with regulatory requirements by automating the complaints management process on a single platform using ServiceNow and Infosys Enterprise Service Management (ESM) Café.

Transforming the customer experience in banking

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Complaints Management Solution Features

End-to-end AI-based workflow for managing customer complaints

Self-service portal for logging, tracking and managing customer grievances

Integration with regulators like CFPB, FCA and social media channels backed by ServiceNow ESM Café-enabled ‘intelligent workflows’

Real-time dashboard to provide visibility of complaints to the helpdesk and proactive communication to customers

Challenges & Solutions

Difficulty in prioritizing and managing complaints which leads to ineffective tracking of customer complaints.

Leverage ServiceNow Financial Services Operations to provide a single interface for logging, tracking, and managing customer grievances.

Lack of collaboration among various groups/departments leading to a failure to reach timely resolution of the customers complaints.

Provides end-to-end visibility of complaints to the helpdesk and proactive communication to customers reducing the number of follow-up interactions.

No provision to track live complaint data from CFPB or FCA and difficulty in providing quick resolution to complaints on social media platforms.

Integrates with regulators like CFPB, FCA and social media backed by ServiceNow-enabled ‘intelligent workflows’ to provide seamless internal processes for resolution within stipulated SLAs.

Scattered complaint types leading to duplicate complaints with no clear updates to customers.

Captures complaints across communication channels, resulting in consistent resolution within SLA, reduces duplicate complaints and provides transparent updates to customers.