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Automation reduces time for acknowledging complaints

COVID-19 Challenge

Increased number of complaints due to finance challenges

A financial services company is getting an increased number of complaints from customers about finance challenges and concerns caused by the coronavirus pandemic. With reduced staffing and increased volumes they need a way to acknowledge customers complaints in line with the regulations.

Solution

Automation is helping the company manage the acknowledgement of customer complaints quicker and more efficiently. A software robot sends a letter to customers acknowledging receipt of complaints. It pairs customer details with a date and time to trigger the relevant communication.

This keeps customers up to date, while meeting regulatory requirements and avoiding any fines.