Optial’s Incident module has been designed to provide a common, enterprise-wide system for dealing with customer complaints, feedback, opinions, etc as customer incidents. These customer related incidents can be entered alongside all other incidents and loss events if required and are underpinned by Optial's powerful workflow system to ensure each is owned and resolved in a timely and effective fashion.
As a web-based system available over the Internet or corporate Intranet, Optial provides all authorised employees with easy access to a single system to enter customer related incidents. Typically, Optial has been used to replace many legacy systems for customer complaints which no longer need to be maintained, thereby giving significant cost savings.
Data integrity is one of the main issues confronting institutions today. Optial assists by providing a single page creation of customer related incidents, using context sensitive defaults, tool-tip style quick help and dynamic integration of booking to general ledger accounts to streamline the process as far as possible. Optial helps make it easier for staff to do the right thing.
Typically customer related incidents can be entered along with related risk assessment text and ratings. These items can then optionally be linked to loss events and from there any associated profit/loss vouchers added if subsequent impact to the P&L occurs.
Importantly, the rich configurability of Optial ensures that the data collection is easily customisable to your exact needs.
Taking Customer Complaints from Web feeds
The core of the system links risks to customer and quality issues and our clients have had some significant success there. For example, when one bank found customers writing about their problems on their web logs, rather than phoning the bank, it enabled the customers to input their suggestions onto the Internet site. The Internet site forms are designed to reflect the incident template in Optial, such that the customer complaints or opinions are routed directly into Optial for immediate action and resolution resulting in improved customer satisfaction and even product and process improvements for the bank.
Key features of Optial's Customer Incidents module
Features of Optial’s incident module for customer complaints include:
- Customer related Incident repository and case management for all customer incidents, with optional links to customer data systems.
- Ability to capture, investigate and analyse customer related incident data in a structured fashion, with impact assessment, prioritisations, and cause analysis, all of which can be flexibly defined. This is underpinned by the workflow process which determines the flow of each incident through to closure, including exception situations such as overdue items, escalations or multiple approvals.
- Ability to load customer complaints either interactively online or via feeds from external systems or web forms.
- Real-time reporting in list, graphical or tabular format, providing summary analysis and trending. This results in greater visibility of customer related risk and management information and is aimed at enhancing decision-making and aiding causal analysis.
- Statistical analysis including Key Performance Indicators (KPI's) can be applied to identify trends in complaints, and assist in defining the steps that may need to be taken to prevent the recurrence of a specific problem and to improve customer service and satisfaction and product / service quality.
- A highly secure system, both with respect to data held as well as the system infrastructure as a whole. This ensures that customer complaint management data, which by its very nature could potentially have significant reputational impact, is visible only to those people who occupy specific roles in the relevant business areas within the bank.
- Multiple loss or profit booking vouchers can be added, each of which can have a different cost centre. Multiple currencies are supported, with automatic currency translation into local and group currency equivalents.
- Supporting documents in digital format can be attached to customer complaints. Alternatively hyperlinks to related customer information and related documents stored elsewhere can be added.
- A customer complaint complaint may also be linked to any other object within the Optial system, including for example risks, controls or audit findings.
- Ability to add one or many actions to each customer complaint, or link multiple customer incidents to one action, including optional links to risk and control assessments. Each action undergoes an individual workflow process based on its assignment to an owner, and its status is therefore transparently tracked through to successful closure.