With decades of research and expertise in fostering customer trust and loyalty, especially within the financial services industry. Brilliance provides first-class solutions to managing customer complaints.
Complaint Management
Trust-enhancing complaint management
It is profitable to manage customer complaints well
…and more importantly, it is the right thing to do.
We call it “Complaint Optimisation”
Effective complaint management is key to customer trust, ongoing product and service improvement, and ultimately business success.
We can help you achieve this.
We make our clients happy
“This Complaint tool is brilliant! We are very happy with it. I honestly don’t know how we did without it. We were delighted when heard Brilliance offers more than this.”
Compliance Officer at Ithala Bank
“Brilliance’s expertise in complaints management and fair customer outcomes is excellent. It’s only with Sam’s guidance that we have been able to radically improve our complaints policy, processes and standards.”
Head of Special Projects at Alex Forbes
“You made my life 100% better with the Customer Feedback Tool. This amazing system helps us hugely with complaints, compliments, CBRs (Conduct of Business Returns) and more. Users are loving it!!!! So am I.”
Head of Customer Care at Momentum
“I am a big fan of the Brilliance systems we are using for our Treating Customers Fairly initiative – the Complaints Management System and Conduct Improvement Tool”
Director at Legal Hero
“Samantha and all Brilliance does for us has been nothing short of amazing. With her profound understanding of the nuances of complaint management, along with super-speedy responsive service, we can only say it’s exceptional.”
Senior Manager at Guardrisk
“Investing in the right complaints management tool, the Brilliance Complaints Management System, has enabled us to gain deeper, more actionable insights into our complaints data while managing the full cycle from complaint handling to business improvement.”
Head of Market Conduct at Constantia
Gain the advantage of well-managed complaints
Brilliance works with its clients to:
- Gain deeper, more actionable insights from their complaints data
- Suitably categorise and accurately report on complaints
- Analyse and rectify root causes
- Manage the full cycle from complaint handling accessibility to business improvement
- Communicate more effectively both verbally and digitally
- Improve the way complaints are handled
- Reduce volumes of complaints over time
- Increase customer compliments on how well complaints are handled
- Increase the performance and satisfaction of complaint handling employees
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