CDC Software Addresses Market Need for Proactive and High Volume Customer Complaint Management Tools
• 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.
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