Implementing CDC Respond software has enabled Bradford & Bingley to successfully embed ‘Treating Customers Fairly’ principles into its complaints management processes
CDC Software, a wholly owned subsidiary of CDC Corporation and a global provider of industry-specific enterprise software applications and consulting services, announced today that U.K. based financial services provider Bradford & Bingley has achieved improvements in its management of customer complaints and feedback since implementing CDC Respond, an enterprise complaint and feedback management software solution.
Working in partnership, the two companies developed the CHARMS2 (Complaints Handling and Resolution Management System) based on the CDC Respond CenterPoint and Handler applications and configured to Bradford & Bingley’s specific needs. The system was implemented in less than 10 months. CDC Respond CenterPoint was rolled out to Bradford & Bingley’s Customer Relations team and CDC Respond Handler to over 3,000 users across all of Bradford & Bingley’s contact centres, back offices and network of over 200 branches.
The introduction of the CDC Respond system was part of a strategic decision by the company to support Bradford & Bingley’s group vision for ‘Building a Better Future’ by using customer complaints and feedback to drive improvements to the business and as evidence of the company’s ongoing commitment to the FSA’s ‘Treating Customers Fairly’ (TCF) guidelines.
Regular, automated reports from CHARMS2 help to ensure that service levels are maintained or improved and that issues and complaints are dealt with appropriately and quickly. This has enabled Bradford & Bingley to deliver a consistently high level of customer service and to deal with both regulated and unregulated complaints in a timely manner.
“By implementing the CDC Respond solution, we have been able to successfully understand our complaint root causes and embed TCF principles into our complaints management processes,” comments Havana Abid, Director of Operations at Bradford & Bingley. “In addition, the company is seeing tangible benefits through increased transparency of the complaints management process, improved data control and integrity, and better quality and more accurate management information, enabling more effective root cause analysis – all of which is helping us to drive improved levels of customer service.”
In the three months since CHARMS2 went live, data input error rates for core products have been dramatically reduced from 10 percent to 2 percent in Lending and from 16 percent to 8 percent in Savings. Efficiency gains have resulted in a cost saving of approximately £100,000; and, as a result of streamlining and simplifying the complaints management processes, the number of Lending complaints resolved and completed within a three week turnaround period has increased by 15 percent.
CDC Software's James Heavey, Vice President for CDC Respond, comments: “We are delighted to have worked with Bradford & Bingley on the CHARMS2 project which has already resulted in substantial improvements for the company in its management of customer complaints and feedback. CDC Respond has a wealth of experience helping financial services organisations manage complaints and feedback more effectively and efficiently, enabling them to build more profitable and sustainable relationships with their customers.”