Standardize the complaint
process with simple forms and
tracking
Automate complaint case
assignment to improve
efficiency
Increase management
reporting and gain vital insight
into the complaint process
Solution Summary | Insurance | Customer Complaint Solution
Standardize the Customer Complaint
Process to gain valuable insight into
the concerns of your Customers
Most insurers today don’t have an easy way to channel all complaints to the
compliance officers. Very few have a formal process for employees to report a
customer complaint when received. Regulations are very strict regarding how
customer complaints are handled but process is difficult to validate and report
on when complaints are coming from multiple sources and lack a singular
permanent location to be entered, addressed, and monitored. It can be difficult
to keep all employees trained on the procedures for handling customer
complaints.
The OnBase Customer Complaint Management solution is used to manage case
files that have received client complaints. Through multi-channel capture
(Fax, email, web, phone, paper) of complaints received, OnBase provides the
ability to record, log and track the complaint disposition, how and when it was
managed and what resolution was given.
Manager reviews
high-risk cases and
compliance
workload
Escalates to
management
Digruntled Customer
Customer Service
Representative
enters complaint in
OnBase
Compliance
Support Specialist
reviews complaint
and escalates to
management
Happy Customer
Standardize the complaint process with simple forms and tracking
Users throughout the organization can report complaints via electronic selfservice forms. The forms help ensure all relevant complaint details that the
compliance department may need in order to investigate are captured. Forms
can even be extended outside the organization allowing customers to submit
complaint information online.
Automate complaint case assignment to improve efficiency
As complaints are received, the Solution will create cases and assign them to
the appropriate end user for review. Using a personal inbox, users will be able
to access their cases and perform necessary investigation. With out-of-thebox functionality, users can group and sort cases in a logical way—for example
by type, due date, or priority. Work tasks will help the end user to determine
the best next-steps or perform other business activities—such as creating
correspondence. The organization can leverage document composition to help
automate steps of the process such as filling-in-the-blanks of a standard word
template.
Increase management reporting and gain vital insight into the complaint
process
By managing complaint cases in the OnBase Customer Complaint solution,
management gains better information through native reporting. Management
will be able to identify trends in completion time, efficiency and customer
satisfaction. Managers can also view graphical dashboards—gleaning
information about users and their workloads while identifying potential
training needs.
Learn more at OnBase.com/Insurance »
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