AITHENT COMPLAINTS MANAGER
Improve customer loyalty and satisfaction
Increase efficiency to track and process complaints
Generate appropriate letters and notifications
Reduce costs related to managing the complaints process
WHITEPAPER
The Challenge
With customers having multiple choices to meet their
banking needs, a critical differentiator is dependent on
how well the organization addresses the customer’s
concerns and complaints. Getting it wrong is not an
option not only because of churn but also the impact on
reputation through negative comments on their social
networks. Customer experience management is now a
key function that financial institutions of all sizes are
focused on.
A solution is needed that ensures that all complaints are
registered and received by your institution, whether
directly from a customer or through a government
agency, processed appropriately and efficiently, and
resolved to your institutions, but more importantly, your
customers’ satisfaction.
Aithent Complaints Manager
Aithent Complaint Manager (ACM) is designed to track
customer complaints from initial reporting through to
disposition.
Specialized forms catering to unique needs of the
organization can be developed to help with the
complaint intake process and enable customers to
communicate via mobile devices, the web and via email
or phone.
A complaint, once registered in ACM, can automatically
be assigned to a specific customer service representative
(CSR)based on pre-defined rules or be made available in
a pool where the CSR can take the next available
complaint. Tasks can be scheduled both manually and
automatically to ensure that best practices are
maintained and meet internal and external compliance
needs.
ACM is a workflow enabled browser based solution that
can easily be integrated with core systems to reduce
data entry, provide a 360° view of the customer, and
generate key metrics reports.
Why Aithent Complaints
Workflows
Manager? Configurable workflows lead users through each step,
conforming to internal and external compliance
Powerful Case Management guidelines/timelines.
Track all complaints from reception through to
disposition. All related documentation is maintained and
stored electronically. Multiple complaints by the same
Dodd-Frank Act
Compliance is ensured by tracking all customer inquiries
customer can be managed individually or grouped
and complaints established by the Consumer Financial
together as a single case. Generate custom letters based
Protection Bureau.
on boilerplates, defined by the user, which will pull
information directly from the case.
Total View
Dashboard provides a complete perspective of all
Seamless Integrations
complaint reviews and more.
Import all customer and transaction information from
your institution’s core processor to reduce manual data
entry. These integrations provide a comprehensive view Improved Productivity
of the customer throughout the review life cycle, leading Fully integrate with your core processor and other
to an increase in efficiency. systems to provide users with comprehensive customer
and transaction data.
Comprehensive Reporting and Oversight
Comprehensive reports on complaints, key metrics, and Audit Trail
support for examiner reporting. ACM comes with a wide Maintains a complete audit trail of every step taken.
array of reports; however, ad-hoc reporting can be
added through Pheme providing your institution with 360° Customer View
the ability to design your own reports including charts Integrate with third party systems to build and maintain
and graphs. a comprehensive data warehouse.

Reduce Costs
Complaints can be expensive to manage, not only in the
disposition, but in how each complaint is handled. Many Additional Solutions
complaints may result in significant costs to your
institution. By deploying ACM, your institution will Aithent Fraud Manager
streamline its processes and reduce costs by automating
claims based on insight from historical data and ensuring Aithent Dispute Manager
that no complaint is lost. Aithent Umaizi

Enterprise Solution
Track and manage complaints across multiple divisions,
products, and services within your institution.

Analytics AITHENT INC.

Gain insight about customers and products and services 19 Fulton Street, Suite #408, New
through reports. From these reports, update processes York, New York 10038
and improve training. Ph: (212) 725-7646
Fax: (212) 725-7647
Email: info@aithent.com
https://www.aithent.com