The complaints process in financial services is a heavily regulated and, at times, a complex one. Complaints come in all shapes and sizes, meaning the correct way to handle them can often be blurred. Many Salesforce customers look to implement a system that would streamline the exercise, and make it as easy and transparent for customers and employees alike.
Establishing a 360-degree view of the customer – putting all interactions, feedback, data on marketing preferences, communication channels and more into the one system – is just the first step in a journey to improve a customer’s experience.
Watch the video below on how Macquarie Bank uses Salesforce for effective complaints process management or read on for the highlights.