Complaint Management Software
Manage and automate the entire complaint lifecycle.
Complaint Management Software
Complaints are a regular occurrence for businesses and organizations. With growing regulatory oversight, complaints are no longer limited to just your customer service staff; they may be reported to industry regulators as well. Failure to manage complaints appropriately — or receiving too many of the same complaints — can lead to audits, fines, and reputational risk. However, effectively tracking complaints can provide valuable insights into your business, such as potential regulatory issues, employee training gaps, or customer service problems. This is where effective complaint management software solutions can help.
Because consumer complaints can be received through multiple sources (call centers, service staff, or regulators) and via different channels (verbal, email, social media, or direct mail), it is imperative to maintain consistent records across the organization. Maintaining records on spreadsheets and files no longer pass regulatory requirements and can lead to audit findings, fines, and reputational damage. In order to meet regulatory requirements and provide actionable information, complaints must be collected in a central database to be investigated and managed properly.
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Quantivate Complaint Management helps you:
SAVE TIME
Centralize your management efforts with a single platform for recording, investigating, and managing complaints
PROTECT YOUR REPUTATION
Improve customer service by ensuring timely, consistent handling of complaints and resolutions
INCREASE VISIBILITY
Track complaints in real time, set up notifications for task management and regulatory timelines, and leverage built-in analytics to monitor the complaint lifecycle
CENTRALIZE MANAGEMENT
ACTIVITIES
Maintain a central database for recording, investigating, and managing complaints — uniting your complaint management processes in a single platform
GAIN INSIGHT
Take advantage of powerful reporting capabilities to identify areas for improvement such as customer service problems, employee training gaps, or compliance issues
ASSESS COMPLAINT TRENDS
View complaint patterns by location, product, service, or other parameters
Simple and Effective SaaS Complaint Management
Quantivate Complaint Management Software is a simple and effective SaaS solution that automates the process of complaint management. This easy-to-use and configurable solution includes the ability to:
- Track and manage complaints from customers, suppliers, and other stakeholders
- Record follow-up actions
- Report on any findings or regulatory non-conformance that may be associated with a complaint
With one centralized database, Quantivate Complaint Management Software enables you to manage the entire complaint lifecycle with real-time complaint tracking, reporting, alerts, and escalation of potential issues.
Quantivate Complaint Management can be used as a stand-alone complaint management module or integrated as part of the complete Quantivate GRC Software Suite.
Regulatory Compliance
Quantivate Complaint Management Software facilitates compliance with the growing regulatory environment, helping organizations meet both governmental and voluntary regulations for complaint handling. There is a limited amount of time to resolve complaints when they are received from a regulatory agency, such as the CFPB, BBB, NCUA, FDIC, or others. Quantivate Complaint Management provides metrics and notifications to help you keep track of those deadlines, responses, and follow-ups to ensure timely response to all complaints.
Quantivate's flexible complaint management platform enables users to enter their own regulators, response timelines, and contact information to properly track complaints within any industry.
Complaint Management Reporting Made Easy
The Quantivate GRC Platform’s Report Builder equips users to organize and visualize GRC program data with drag-and-drop ease. Quickly generate customized reports with data visualizations to communicate actionable risk and compliance insights.
- Aggregate data across Quantivate products
- Connect the dots between GRC functions through data integration
- Quickly build, customize, and export reports
- Incorporate visual analytics with tables, charts, and graphs
- Extract insights and trends from your complaint management program
Download the
Datasheet
Features You Need to Succeed
Quantivate Complaint Management Software gives your organization all the tools you need to create consistent processes for handling and resolving complaints, including:
- Complaint Management and Resolution – Provides a single-point solution for entering, researching, and resolving complaints brought by consumers directly to the organization or through other sources like social media.
- Real-Time Complaint Tracking – As complaints are recorded, investigated, and resolved, easily visualize and track the complaint status and lifecycle across multiple channels.
- Regulatory Compliance – Effectively meet regulatory requirements from the CFPB, UDAAP, DFI, ISO, etc. In addition, enter tracking information for other regulators of your choice.
- Escalations – Automatically escalate complaints that have been open or idle for too long.
- Response Templates – Use built-in response templates, or create your own, to respond quickly to common complaints.
- Executive Reporting and Dashboards – Designed to offer insights for busy executives who want to quickly understand relevant risk trends.
- Analytics – Analyze which products, services, or locations are trending with high or low complaint volume.
- Alerts and Notifications – Customize notifications to automatically alert you when a complaint is received, escalated, approved, resolved, or has remained open for too long.
- GRC Integration – Quantivate Complaint Management Software integrates with other Quantivate GRC modules for consistent risk management practices.
- Flexible User and Group Permissions – Easily create and assign complaint management roles to different individuals, groups, or departments in your organization.
- Automated Workflows – Create, configure, or customize workflows that lead users through simple complaint response processes.
- Report Builder, powered by the Quantivate GRC Insights engine – Quickly create complaint management reports and data visualizations
Benefits of Quantivate Complaint Management Software
- Streamline complaint management and reduce costs by improving authorization, research, and resolution times.
- Remain compliant with regulators.
- Implement an enterprise-wide complaint management process with a proven SaaS platform.
- Reduce reputation risks and increase customer satisfaction by ensuring timely and effective complaint investigation.
- Automate the process of assigning complaints and related investigations.
- Manage the entire complaint lifecycle with real-time complaint tracking, reporting, alerts, and escalation of potential issues.
Single Sign-On Capabilities
Single sign-on (SSO) allows you to utilize your company’s data (active directory) to automatically sign into the Quantivate platform without entering your username and password. Quantivate’s SSO solution supports user provisioning, which automatically creates an account on the first login.
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