Respond targets finance sector with enterprise suite

28 September 2006

Respond, the UK’s leading provider of complaints, feedback and customer service software to the financial services market, has revealed details of its latest release, Respond 3 XA, a suite of enterprise applications that represents an end-to-end solution for customer complaint and feedback management.

Respond 3 XA draws together the complete Respond family of products, providing a comprehensive feedback infrastructure for mid-sized to large financial services organisations. The focus of Respond 3 XA is to provide a foundation to improve customer service and enable businesses to rollout group minimum standards and customer service policies on an enterprise-wide scale, while complying with FSA regulations and industry standards. Organisations also benefit from deeper analytical capabilities to ensure customer data can be captured and used to effect positive business change.

In releasing the Respond 3 XA suite, Respond has taken the utility of its existing core complaints and feedback management applications; Respond CenterPoint, Respond TouchPoint, Respond Handler and Respond Customer, and added a dedicated data analytics tool, Respond Intelligence. Respond 3 XA has been developed on the basis that organisations require a range of flexible tools with which to handle, manage and analyse customer complaints and feedback. The suite of software tools enables different departments to ‘buy-in’ to the customer complaint and feedback technology that best suits their existing processes. A browser-based platform ensures complaint and feedback data can be distributed around the business quickly and easily, and removes the need for a costly and time-consuming desktop installation process.

Respond CentrePoint allows dedicated feedback handlers, within a customer service or feedback management department, to automate the complaint management process from capture to resolution, with the functionality to log, track, manage and report on all forms of feedback data. Both Respond TouchPoint and Respond Handler are web-based applications, designed to allow any customer-facing employee to log feedback data, process and resolve cases as required. Respond Customer empowers an organisation’s customers to register feedback, including complaints, and track the progress of issues via a company’s website. For customers the logging process is quick and simple but the software guarantees that businesses retain high levels of data consistency and integrity.

Respond Intelligence represents a powerful analytics tool, offering financial services organisations a flexible, interactive way to analyse the data received through customer complaints and feedback. Because it gives businesses a single, accurate source of data analysis it allows management information to be shared and evaluated across the face of an entire organisation.

Respond’s Head of Product Management Ian Mapp adds: “Respond 3 XA offers the financial services sector a family of processing, diagnostic and analytical tools for handling customer complaints and feedback, that has been tailored to the exact needs of the market. Because it incorporates the entire Respond suite of products, Respond 3 XA gives an organisation the flexibility to handle customer complaints and feedback in a way that best suits their operational infrastructure and business objectives. Information can be handled and shared on an enterprise-wide scale, helping to identify the crucial insights, trends and issues so necessary to drive best practice and achieve customer service excellence.”

Respond has over fifteen years’ experience helping financial services companies deal with complaints and feedback, and the business issues that surround them. The company counts 75 percent of the top retail banks, 80 percent of building societies, 60 percent of the top life and pension companies and over 50 percent of the top general insurers among its customers.

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