CDC Software Addresses Market Need for Proactive and High Volume Customer Complaint Management Tools• CDC Respond 5.6. delivers improved case management and high volume pro-active complaints handling tools for customer service agents
• Proven customer complaints and feedback management platform, used by leading banks, retailers and customer-facing service providers, available for the first time as a SaaS option
January 19, 2012 — CDC Software today announced a number of significant enhancements to its customer complaints and feedback management platform, CDC Respond 5.6. The most significant enhancement is the ability to pro-actively manage high volumes of customer contact cases.
The growing need for high volume management was highlighted by CDC Software’s financial sector customers who need to manage high volumes of PPI compensation claims in a relatively short time scale. They also need to integrate customer data from multiple systems and this has also been acknowledged and addressed in CDC Respond 5.6.
A number of time and cost saving features have also been added. These include advanced case management and complaint handling features for customer service agents. An enhanced user experience, intuitive processes and site navigation tools to optimise case efficiency and significantly reduce the time-to-resolution for each customer complaint.
In parallel to the efficiency gains, which help restore customer satisfaction levels quickly, the new features lower the average administrative cost per customer and reduce the time and cost of staff training, as well as the speed of product familiarisation. This simplification means customer service agents are ready to start handling and managing customer complaints within hours.
“The cross-sector need for pro-active complaint management has never been greater. PPI compensation management has led demand for high volume import capability in CDC Respond 5.6,” explained Mathew James, principle consultant at Customer Care Solutions, an independent customer complaints management consultancy with customers including the Home Retail Group.
In addition to the frontline customer complaints management, in the back office, through analysis of the data gathered in the two-way communications process, CDC Respond 5.6 provides insight into current customer satisfaction levels; details and alerts management to the root cause of customer issues, and highlights areas of the business that need to change or could benefit from process, product or service review.
Tools to support configuration and user password reset via the web have also been added. There is also Chrome, Firefox and IE9 browser support. Other improvements include an improved set of Web Site maintenance features including Site Upgrade, Repair, Re-direction and HTTPS support and CDC Respond 5.6 Office productivity tools are now compatible with Microsoft Office 2010, 2007 and 2003.
Multiple delivery options to ensure rapid business benefits and ROI
CDC Respond 5.6 is available via four delivery options; on-premise, remotely managed, hosted and, for the first time, CDC Respond is available as a SaaS / Cloud deployed solution. The major benefits of the SaaS option is its simplicity, flexibility and the immediate operational and capital benefits it delivers.
As a browser-based SaaS application, CDC Respond 5.6 can be fully functional within hours and set-up by the customer services team without the need for IT department support. It can be used as a short-term option, for example, where a business is faced with a one-off, but high volume customer case management project.
"In the current economy, companies are looking for technology solutions to help them reduce the time, resources and costs associated with handling feedback and complaints while increasing customer service standards,” explained Paul Elswood, President CDC Software EMEA. “With its industry standard technologies, robust functionality and flexible delivery models options, CDC Respond 5.6 promotes low total cost of ownership and helps an organisation improve customer satisfaction and the overall customer experience, all of which will promote long-term customer loyalty and improved profitability.”
Summary of pro-active case management enhancements
For the first time, ‘like’ cases can be pro-actively processed in volume. This is ideal for regulator directed cases e.g. PPI or product recalls. Cases can be uploaded to CDC Respond 5.6 in bulk. Updates to cases can be applied including updating the case and sub-entities or adding new documents and attachments. Outputs, including letters and data sheets, can be generated and sent either for external print or as emails. To support volumes, batch classification updates can now be applied to cases.
CDC Respond is used by organisations that deal with high volumes of inbound complaints, most of which have to adhere to regulatory audits on how the complaints are processed and handled. The system enables users to log, manage, escalate and resolve cases, such as complaints, complex queries and feedback, quickly and consistently.
CDC Respond products can be used to import, log, manage, update escalate, resolve and output cases (feedback; complaints, complex queries, compliments and suggestions) quickly and consistently, reducing manual hand-offs, manual keying, and re-keying, whilst promoting ‘first contact resolution’ and capture of root cause and organisational learning information. The end result is efficiently managed customer feedback and continuous customer insight for organisational learning and improvement.
About CDC Respond
CDC Respond is a suite of complaint and feedback management applications designed specifically to improve the customer experience. The solution enables organisations to extend and improve customer service capabilities to front-line staff, while providing extensive management information to drive change and improve business practices. The solution is proven to deliver cost reductions and improved services as well as increased efficiency, customer satisfaction and profitability. For more information about CDC Respond, please visit: www.cdcrespond.com.
About CDC Software
CDC Software (NASDAQ: CDCS), The Customer-Driven Company™, is a hybrid enterprise software provider of on-premise and cloud deployments. Leveraging a service-oriented architecture (SOA), CDC Software offers multiple delivery options for their solutions including on-premise, hosted, cloud-based Software as a Service (SaaS) or blended-hybrid deployment offerings. CDC Software’s solutions include enterprise resource planning (ERP), manufacturing operations management, enterprise manufacturing intelligence, supply chain management (demand management, order management and warehouse and transportation management), global trade management, e-Commerce, human capital management, customer relationship management (CRM), complaint management and aged care solutions.
CDC Software’s recent acquisitions are part of its “acquire, integrate, innovate and grow” strategy. Fueling the success of this strategy is the company’s global scalable business and technology infrastructure featuring multiple complementary applications and services, domain expertise in vertical markets, cost effective product engineering centers in India and China, a highly collaborative and fast product development process utilizing Agile methodologies, and a worldwide network of direct sales and channel operations. This strategy has helped CDC Software deliver innovative and industry-specific solutions to 10,000 customers worldwide within the manufacturing, distribution, transportation, retail, government, real estate, financial services, health care, and not-for-profit industries. For more information, please visit www.cdcsoftware.com.
Red House Court
5, Whielden STreet
Caroline Howlett/ Sophie Bailey
This release was published on openPR.
Permanent link to this press release:
Please set a link in the press area of your homepage to this press release on openPR. openPR disclaims liability for any content contained in this release.
You can edit or delete your press release CDC Software Addresses Market Need for Proactive and High Volume Customer Complaint Management Tools here
News-ID: 207678 • Views: 2832
More Releases from CDC Software
CDC Software Announces New Cloud-based Collaborative Inventory Management Soluti …
i-Supply 7.6 adds supplier support, order management, low turn goods, forecast history and integration support to help suppliers cut costs, streamline processes and meet customer service goals. September 20, 2011 - CDC Software Corporation (NASDAQ: CDCS), a global provider of enterprise software applications and services, today announced CDC TradeBeam i-Supply 7.6. This latest version of CDC Software’s cloud collaborative inventory management solution improves supply chain visibility to help minimise
More Releases for Respond
For COVID-19 Challenge BITS Pilani Alumni Ventures PARC - Clearpack Respond with …
Imagine just three days for three iterations of a new respirator design starting from scratch with a geographically dispersed team. Just add one more week to perform three iterations of working prototypes undergoing continuous testing for the past few days. All this happening under strict lockdown orders during the COVID-19 pandemic. How is this possible when it takes over 100 man-years to design full featured ICU ventilators? Here is the
PodsystemM2M and Anytrek respond to growing trend in “strategic” cargo theft …
Cybercriminals are not limited to hackers on the web. Businesses lose more than US $55bn a year due to interruptions in the supply chain according to a report from BSI.* One of the biggest causes of this loss in revenue is cargo theft and criminals are becoming increasingly savvy at detecting and disabling tracking devices used to prevent this type of crime. New technology available to criminals makes these “strategic”
SellMyMotorhome.com Respond to Customer Feedback with New Website and Improved S …
Britain's Most Successful Independent Motorhome Buyers Reiterate Their Position as Industry Leading Force Nottinghamshire, UK, December 04, 2016 - Sell My Motorhome is pleased to announce a new, streamlined campervan buying service which is now easier than ever to use. Following a large online survey, the team at Sell My Motorhome have taken on board a huge number of suggestions in a bid to create an innovative and improved online
Animal Scientists Respond to Yahoo’s “College Majors That Are Useless”
Official statement from the American Society of Animal Science Board of Directors. For immediate release – Jan. 20, 2012 Animal Scientists Respond to Yahoo’s “College Majors That Are Useless” Students in animal science programs learn skills that are vital in food production and animal and human health. Enrollment in animal science majors is increasing, and job opportunities for animal science majors continue to expand. “I couldn’t disagree more with the recent comments
The world’s top banks respond to growing competition by modernizing their lega …
Micro Focus provides the Top 10 Global Banks with Application Modernization for Business-critical Processes Newbury, UK, 26th July 2011 The world’s top banks are recognizing the role of IT in supporting growth and innovation in an increasingly competitive market where customer demand is becoming ever more sophisticated. Every one of the top 10 global banks, including household names like Barclays, have turned to Micro Focus® (LSE.MCRO.L), the leading
Belarus President urges law enforcement not to respond to provocations
MINSK, 15 December (BelTA) - Belarusian President Alexander Lukashenko has urged law enforcement agencies not to respond to provocations and to provide for the safety of Belarusian citizens during the election period, BelTA has learnt from the presidential press service. Today the president held a meeting that focused on the ongoing election campaign and matters of public security during this period. “Naturally, they (the opposition) are always shouting ‘Square, square,