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Infosys Complaints Management
Overview
Customer experience is inevitable in today’s digital age. Managing customer complaints transparently and addressing them timely will make or break the experience. Enterprises need to ensure that their customers are treated fairly for each complaint logged, rectify it with the desired level of quality and provide them with good user experience.
Enterprises are thus investing heavily in transforming the customer experience, especially managing customer complaints. For this, Infosys has built a Complaints Management solution on ServiceNow’s platform. Part of Infosys Cobalt and listed on Industry Solutions showcase on ServiceNow app store, Infosys Complaints Management solution enhances customer experience and helps organizations to comply with regulatory requirements by automating the complaints management process on a single platform using ServiceNow and Infosys Enterprise Service Management (ESM) Café.
Transforming the customer experience in banking
Talk to our expertsComplaints Management Solution Features
End-to-end AI-based workflow for managing customer complaints
Self-service portal for logging, tracking and managing customer grievances
Integration with regulators like CFPB, FCA and social media channels backed by ServiceNow ESM Café-enabled ‘intelligent workflows’
Real-time dashboard to provide visibility of complaints to the helpdesk and proactive communication to customers
Challenges & Solutions
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