Resolve Customer Complaints Faster with Aptean Respond

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APTEAN RESPOND

Fewer Complaints, Resolved Quicker

Aptean Respond is a complaints management and case handling platform that gives your teams a single, structured system to capture, resolve, and learn from every customer complaint. Whether you’re managing product quality issues, service failures, or delivery disputes, Respond helps you close cases faster, handle them consistently, and use the data to fix the root causes driving them.

9 days

35%

Shorter average case resolution time

More first-contact resolutions

75%

1.5M+

Fewer active complaints

Complaints handled annually

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Benefits Quicker complaints resolution:

Lower complaint volumes:

Reduced operational risk:

Aptean Respond users have shortened average case resolution time by up to 9 days, and increased firstcontact resolutions by up to 35%.

User-friendly dashboards and root-cause analysis tools help teams identify recurring issues, reducing active cases by up to 75%.

Automated workflows and audit-ready case records reduce the risk of inconsistent handling, missed escalations, and unresolved complaints that damage your reputation.

Built-in process control:

Better staff performance:

Consistent case resolution:

Detailed case records keep your organisation audit-ready at all times — whether you face a regulatory review, a quality audit, or an internal investigation.

Individual handler performance assessments pinpoint training needs and drive continuous improvement across your complaints team.

Automated workflows and historic data capture make it easy to handle complaints at scale, with past decisions guiding consistent outcomes.

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Key Features » Case Agent Capture every case the same way and store them in a single digital location for a definitive record of all customer complaints. Case Agent gives frontline staff an intuitive interface for delivering consistent responses to complaints, compliments and enquiries. They can refer to past decisions to reduce escalations, with automatic routing where needed. » Case Manager Use automated workflows and smart data capture to guide case handlers and team leaders from first contact to resolution. Case Manager provides full visibility into case pipelines and tasks, with configurable templates that reflect your organisation’s processes and standards. » Configuration Manager Build your own case processes and rules to define workflows, escalation paths, automation triggers and more. Configuration Manager helps you design fair, transparent processes that lead to satisfying resolutions in less time. » Consumer Vulnerability Detection Automatically scan inbound customer communications for signals that a case needs a different approach — whether that’s urgency, distress, or complexity. Built-in text analytics flag at-risk cases with frontline staff before they escalate. » Dashboards, Reporting & Searching Identify the process, product and service weaknesses driving complaints, and use interactive dashboards and one-click reporting to share insights across the organisation. 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: Manage remediation exercises quickly and accurately with a dynamic, scalable system that reduces your risk of further escalation. » Survey: Gather valuable customer feedback by attaching contextualised surveys to each case and analysing 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 action. » Quality Accelerator: Monitor individual case handlers for real-time, riskbased quality assurance, supporting your team’s route to competency. » Easy Management Information (MI): Sync external workbooks with Aptean Respond or pull data from our cloud platform to analyse with your preferred reporting tool.

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Trusted to Handle 1.5+ Million Complaints Annually

“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

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

- John Sculli, Chief Risk Officer, Eric Insurance

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

- Jenny Briars, Head of Complaints, LV=

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

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

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See what Aptean can do for your business.

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Aptean is a global provider of industry-specific software that helps manufacturers and distributors effectively run and grow their businesses. Aptean’s solutions and services help businesses of all sizes to be Ready for What’s Next, Now®. Aptean is headquartered in Alpharetta, Georgia and has offices in North America, Europe and Asia-Pacific.

To learn more about Aptean and the markets we serve, visit www.aptean.com.

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