A large financial services group introduced Resolven across an expanded operation within two weeks, giving more than 500 users one complaint process and leadership a consolidated view.
The challenge
Following an acquisition, the group needed a shared customer-feedback and complaints system across the enlarged operation. Different teams around the country had to work within one consistent process without losing the access controls and information relevant to their responsibilities.
The Resolven solution
Brilliance configured Resolven around the group’s products, complaint categories, teams, escalation rules and reporting requirements. More than 500 users were onboarded to a shared platform that supported complaint capture, ownership and tracking, with complaint reasons mapped automatically to TCF outcomes.
The result
Despite the fact that Resolven was introduced as an interim solution while the acquisition process took place, it was retained as the group’s complaints platform for years. Complaint information could be managed consistently across the expanded operation, while leaders gained a consolidated view that would have been difficult to achieve through separate registers and processes.