Surge in number of complaints due to financial challenges

A financial services company is receiving rising customer complaints about financial challenges and concerns caused by the COVID-19 pandemic. With staff reduction and increased workload, they needed a way to register customer complaints in line with regulations.

Solution

Automation is helping the company manage customer complaints faster and more efficiently. A software robot sends a letter to the customer confirming the receipt of the complaint. It matches customer details with the date and time to initiate associated communications.

This helps customers stay informed while meeting regulatory requirements and avoiding contractual penalties.