Dublin-based banking technology vendor Fineos has launched a new solution to automate complaints handling within banks and insurance firms.
The Fineos Complaint Management application can electronically capture and track all complaint information such as calls, letters and correspondence from new and existing customers, regardless of the channel through which the complaint is made. Workflow automation ensures that all cases are routed to the relevant departments and service levels are monitored to ensure that complaints are prioritised and resolved as efficiently as possible.
In 2000, the number of complaints received by the UK banking industry was 14,853; double the 7624 complaints recorded in 1996.
The Fineos software tracks all compensation and costs associated with complaints and automatically compiles tailored letters and other correspondence between the organisation and its customers.
Fineos says the package is the first in a new line of business solutions being rolled out by the company over the coming months that focus on particular niche areas within banking and insurance companies.