Three Questions to Ask for Improved Case Management in 2015
As your business embarks on another new year, it’s time to ruminate about how you’re currently approaching case management and either enhance, or completely overhaul your existing approach. While strengthening customer relationships is the desired result when it comes to improving case management, it’s important to step back and understand the logistics behind how your business can ultimately achieve that goal. For most companies, focusing on customer interactions, regulation compliance, and proactively taking action on feedback — both positive and negative — is the secret to stronger, efficient, and effective case facilitation. With this in mind, ask yourself the following three questions to gut check whether your case management process is on the right track. Is your customer complaint process agile?
First thing to explore as you’re doing an audit of your case management process is whether your complaint process moves at the speed of your customer. In other words, is your process agile enough to keep up with different variables of a case like changing communication channels and the introductions and exits of the people associated?
No matter how many people or communication platforms are involved, your complaint process needs to be flexible enough to meet the evolving needs of your customer, while also being scalable. Consider adopting case and complaint management software that adapts to the manner in which your customers actually think and act. Are you compliant?
Determining whether your customer complaint process is agile is vital, but so too is understanding whether or not you’re complying with regulations and the standards set forth by the industries you serve.
The Consumer Financial Protection Bureau (CFPB), for example, is tasked with providing regulations, supervision and, ultimately, enforcement for the betterment of the U.S. financial services industry. As a result, financial service executives are taking note and beginning to make changes in how they handle consumer complaints. In fact, according to Aptean’s Consumer Complaint Compass
, 78 percent are already proactively identifying systematic risks.
Take a cue from the financial services industry and audit your complaint management process for compliance before an outside organization does. Case and complaint management solutions create customer case files that involve a collection of communications, forms, process documents, reports and supporting documentation – all of which need to be managed and made easily accessible for a compliance audit.Do you hear your customers?
Regardless of whether or not your initial need to retool your customer complaint processes stems from stricter compliance regulations, all roads eventually lead to improving your overall delivery of service for the sake of your customers.
From the customer’s perspective, delivering great service starts with ensuring their voices are heard and that their problems are solved. Managing cases and complaints effectively creates an opportunity to turn even the most disgruntled customer into a raving fan of your business. About Matt Keenan and Aptean:
Matt Keenan, vice president of CRM product management at Aptean, looking at a set of strategies for building life-long relationships with customers. Keenan is a 20+ year veteran with deep experience in all facets of CRM including sales, service, marketing and social CRM. He has worked with companies of all sizes across a wide range of industries to evaluate, develop and implement customer-centric initiatives, including sales, channel, and customer service process design as well as technology platform evaluation and implementation.
Aptean’s CRM, Complaint Management, ERP and Supply Chain software applications enable nearly 5,000 customers from a variety of industries to satisfy their customers, operate more efficiently and stay at the forefront of their industry. Aptean is where software WORKS. For more information, visit www.aptean.com