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Atlanta, GA, United States, 2014/09/29 - Volkswagen Financial Services (VWFS) UK has selected Aptean’s Respond Complaints Management solution to support customer feedback processes and improve the overall customer experience - Aptean.com. NASDAQ: TRMB
Aptean’s Respond leverages customer feedback to identify possible issues, speed case resolution and generate insightful feedback to drive product, service and process improvements.
“This investment is part of our ongoing goal to strengthen the bond with our customers by handling their issues quickly and easily, then turning their feedback into actionable improvements for our Customer processes,” said Nathan Thompson, Head of Customer Services, Volkswagen Financial Services UK.
Aptean’s Respond is designed to increase the capabilities of VWFS’ case advisors by providing the tools and support to resolve front line problems with the first point of contact and escalating to core complaints team when needed. This architecture of Respond will give VFWS the ability to address customer issues quickly and cost effectively while also ensuring compliance with regulatory agencies such as the Financial Conduct Authority in the UK.
“Aptean has years of experience helping global organizations like VWFS capture and analyze complaint information to enhance the customer experience and drive retention,” said Aptean Chief Executive Officer Paul Ilse.
For information on the value of a complaints management solution, visit Aptean’s Financial Regulations Hub, featuring exclusive content dedicated to helping guide financial services companies and improving the customer experience.
Aptean (aptean.com) helps businesses profit, innovate and grow where the work gets done in the call center, on the floor of the factory, at the end of the assembly line. That’s where Aptean’s CRM, ERP and Supply Chain software applications enable nearly 5,000 customers to satisfy their customers, operate more efficiently and stay at the forefront of their industry. Aptean is where software WORKS.