Aptean Respond

Aptean Respond

Fewer Complaints, Resolved Quicker

Aptean Respond is a combined complaints management, compliance and process improvement platform.

Our software simplifies complaints handling, keeps detailed case records and captures valuable data insights—so you can resolve complaints quicker, reduce your risk of regulatory referral and deliver outstanding customer service.

Benefits

» Quicker complaints resolution: Aptean Respond users have shortened average case resolution time by up to 9 days. Our customers have also increased first point of contact resolutions by up to 35%.

» Lower complaints volumes: Aptean Respond’s user-friendly dashboards and reporting tools enable you to identify the root cause of complaints, lowering active cases by up to 75%.

» Less regulatory intervention: Aptean Respond embeds rules and requirements into your complaints workflow, reducing FOS referrals by up to 92%.

» Built-in compliance: Aptean Respond keeps detailed case records so you’re always audit-ready.

» Better staff performance: Aptean Respond assesses individual complaint handler’s performances to pinpoint their training needs.

» Consistent case resolution: automated workflows and historic data capture make it easy for your business to handle complaints at scale, referring to past decisions for consistent outcomes.

Key Features

› Case Agent – Capture every case the same way and store them in a single digital location for a definitive record of all your customer complaints. No more siloes, gaps or data duplication.

Case Agent gives your frontline staff an intuitive interface to help them deliver consistent responses to complaints, compliments and enquiries. They can refer to past decisions to reduce referrals, but automatically escalate cases where needed.

› Case Manager – Use automated workflows and smart data capture to help your case handlers and team leaders to navigate customer interactions from first point of contact to resolution.

Case Manager provides visibility into case pipelines and tasks, while its industry-specific templates help your business stay compliant with current regulations including FCA Dispute Resolution (DISP), Consumer Duty, GDPR and the Complaint Handling Code.

› Configuration Manager – Build your own case processes and rules to define workflows, escalation paths, automation processes and more.

Configuration Manager helps you design fair, transparent case management processes that lead to satisfying resolutions in less time.

› Consumer Vulnerability Detection – Automatically scan inbound customer communications for signs of potential vulnerability that might otherwise be missed during the case handling process.

Our built-in text analytics will flag vulnerability markers with your frontline staff, so they can assess whether a different approach is needed to support that customer.

› Dashboards, Reporting & Searching – Identify the process, product and service weaknesses causing customer complaints and use interactive dashboards and one-click reporting to share these critical insights with your colleagues.

Aptean Respond allows you to search case data and view real-time metrics at-a-glance, including active vs resolved complaints, average resolution time, customer satisfaction and root cause trends.

Add-on Capabilities

› Remediation – Use our dynamic, scalable remediation system to manage remediation exercises quickly and accurately while reducing your risk of legal intervention.

› Survey – Gather valuable customer data by attaching contextualised feedback surveys to each case and analysing the results within your case management platform.

› Self-Serve – Build online contact forms that channel customer feedback directly into your case management system for teams to pick up and pursue.

› Quality Accelerator – Monitor individual case handlers for real-time, risk-based quality assurance, managing your complaints professionals’ route to competency.

› Easy Management Information (MI) – If you’re using multiple systems, we can help you sync external workbooks with Aptean Respond or pull data from our cloud software to analyse with your preferred reporting tool.

Trusted By Financial Services Firms to Handle 1.5+ Million Complaints Annually

“Our FOS referral rate is down from 10% to just 2% and the 12-month rolling average FOS uphold rate is down from between 45-80% to 24%.”

- Maria Vidler, former Group Head of Complaints, MotoNovo Finance

“Aptean Respond has impacted our open formal complaint volumes immensely, reducing them by 40%.”

- Jenny Briars, Head of Complaints, LV=

“Increased automation across all areas of the end-to-end customer complaint journey has let to major efficiency savings for us.”

- John Sculli, Chief Risk Officer, Eric Insurance

“Our Complaints Community has been reinvigorated since implementing Aptean Respond and we’re taking full advantage of the tools we now have at our disposal to provide the best levels of customer service possible.”

- Keeleigh Field, Retail Business Manager, Close Brothers

Aptean is one of the world’s leading providers of industry-specific software. Our enterprise resource planning and supply chain solutions are uniquely designed to meet the needs of specialized manufacturers and distributors, while our compliance solutions serve specific markets such as finance and life sciences. With both cloud and on-premise deployment options, Aptean’s products, services and unmatched expertise help businesses of all sizes, across many industries, to scale and succeed. For more information, visit www.aptean.com.