Complaints Management Solution

Complying with regulatory obligations, running an efficient complaints department, turning unhappy customers into advocates of your services, being the leader of best practices rather than the industry laughing stock. These are just some of the drivers cited by users of Aptean's Respond, a solution used to handle over half of all regulated finance complaints within the UK.

IComplaints Management Solution

In all businesses, keeping customers satisfied means keeping them loyal, and that in itself is a competitive advantage. Part of providing excellent customer service is managing feedback and complaints.

Going miles beyond CRM, Aptean’s Respond is technology that uses customer feedback to expose developing issues. It gives you insight you can use to drive product, service and process improvements. It is an evolution of experience to provide a product both capable of meeting business needs as well as regulatory adherence. 


Who it’s for

For organisations that want to enhance their customer relationships by providing timely responses to customer feedback, Respond is a complaints management and case management software solution which is easily tailored to your unique front and back office setup and can be delivered on-premise or in the cloud.

How it’s different

Respond is a comprehensive platform for improving front line customer interactions, speeding case resolution and generating deep, introspective feedback on how you can do better as a company. As opposed to using a CRM solution, Respond offers a deep feature set to collect and assess feedback for your enterprise.

Why you need it

With a workflow that consistently captures customer feedback you can go from anecdotal to analytical and get to the root cause of customer satisfaction issues. Respond can be implemented quickly to begin generating tangible improvements in customer satisfaction and profitability, including:

  • Close the loop on customer feedback: Automate your end-to-end complaint and feedback management program to efficiently capture, process and resolve, as well as report on and analyse every piece of customer feedback, whether negative or positive, from all channels.
  • Go from anecdotal to analytical: Consistently aggregate, analyse and act on customer feedback, moving toward a more proactive customer experience management program.
  • Get to root causes: Understand why a customer had a positive or negative experience, so they can identify and correct the root cause before the same problem affects another customer.
  • Spot trends early: Analyse customer experiences to identify and act on hidden trends to improve customer experiences.
  • Deliver regulatory compliance: Meet regulatory requirements for complaint and feedback management. 

Learn more about Respond