Austin, Texas Based Software Company Builds Global Customer Complaint Management System
Multi-language, currency localization, and full process automation allow international companies to proactively monitor client happiness. And comply with regulatory requirements.
Financial industry governing bodies around the world mandate complete and auditable tracking of any written or verbal complaint submitted by the general public. In the United States, the Consumer Financial Protection Bureau (CFPB), commissioned by the SEC, continues to invest significant resources into better understanding the nature of complaints and how they're being handled.
In a published article, CFPB Director Richard Cordray says "We keep a watchful eye on the consumer complaints we receive and have made clear that the patterns reflected in those complaints can prompt investigations or be the basis for risk scoping that prioritizes supervisory attention."
While the CFBP asserts a risk and oversight bias, Cyfeon asserts data derived from complaints should also allow organizations to proactively and strategically drive consumer contentment.
"Of equal importance to regulatory response" says Brandon Smith, Cyfeon founder, "is using the data over time to systemically recognize patterns, sentiment, and other intelligence points which allow customer service teams to proactively service their clients. Before it ever gets to the point of a formal complaint. Customer complaint management is typically viewed as a cost center for a firm. We say the client retention opportunities using a system like ours are staggering".
Organizations react to regulatory and consumer pressure. A data driven, offensive strategy of satisfying both on a global scale promises to be the future of consumer complaint management.
Cyfeon is a financial services software company with a focus on automation, workflow and communication. Their product suite includes tools that meet regulatory obligations for Customer Complaints, Control Room, Employee Outside Activity Rules, Registrations Management, and more. Visit us at http://cyfeon.com