The Brilliance CMS is a highly-rated complaint management system designed to help organisations efficiently handle and resolve customer complaints. It is particularly suited for financial services firms that need to report on complaints in terms of TCF (Treating Customers Fairly) and address complaints from Regulators and Ombudsmen.
Complaints management
system
Designed to help organisations efficiently handle and resolve customer complaints
Benefits
Enhanced Efficiency
Streamline your complaint handling process with automated categorisation and reminders, ensuring timely resolutions.
Tailored Solutions
Benefit from bespoke feature development and customised configurations that align with your specific business needs.
Improved Customer Experience
Quickly address and resolve complaints, improving overall customer satisfaction and loyalty.
Comprehensive Insights
Gain valuable insights into complaint trends, agent performance, and areas for improvement through detailed reports and analytics.
Regulatory Compliance
Maintain compliance with financial service regulations, avoiding fines and demonstrating a commitment to customer fairness and confidentiality.
Reduced Training Time
With an intuitive interface and exceptional support, your team can quickly become proficient in using the system, reducing the need for extensive training.
Key features
Automatic Categorisation
Automatically categorise compliments according to your company’s specific CX objectives or to TCF (Treating Customers Fairly) principles.
Customised Configuration
Brilliance sets up all configurations on your behalf, saving you time and effort.
Bespoke Feature Development
Tailor-made features to suit your unique business needs, ensuring the system evolves with your requirements.
Integrated Email Server
Built-in email server for automated reminders, supporting your specified deadlines for each complaint and overall standards.
Regulatory Complaints Tracker
Track regulatory complaints with unique reminders to avoid fines and ensure compliance with financial service regulations.
Exceptional Support and Training
World-class user support and training at no additional cost, ensuring your team is always up to speed.
Primary Users
- Complaints or Service Agents: Easily track complaints and receive timely reminders to meet resolution deadlines. Enjoy a user-friendly system that enhances speed and reduces complexity.
- Complaints Managers: Monitor complaints to ensure timely resolutions and receive detailed reports on complaint trends, identifying patterns in agent behaviour and areas for product or service improvement.
- CX Leaders: Access reports showing complaint volumes linked to your company’s CX objectives, highlighting areas needing improvement to support your CX goals.
- Executives and Divisional Heads: Gain real-time insights into customer dissatisfaction across the company, its products, services, and various regions or divisions.
- TCF Leaders / Compliance Officers: View reports on complaints associated with the six TCF principles, ensuring regulatory compliance and identifying areas where the company can deliver fairer outcomes to customers.
User Experience
“Thank you for all the additional work you have done on this amazing system! PS: People LOVE it!!!!! Thank you..” – Head of Customer Care, Momentum Insurance
“We love the layout, the formatting, the logic, recent work done on the root cause analysis, and the full customisation to our needs especially for the Ombudsmen.” – Executive, Large Insurance
“Brilliance’s expertise in fair customer outcomes and complaints management, as well as extensive systems knowledge is excellent.” – Special Projects Head, Alex Forbes
Pricing
License fees per user depend on the volume of users. A greater number of users leads to lower costs per user. Click download below to get an idea of pricing.
Contact us for demo or more information
Remember this
The Brilliance CMS is the optimal solution for managing complaints in line with CX objectives or TCF principles. With the added benefits of pre-configuration, bespoke feature development, and unparalleled user support at no additional cost, Brilliance CMS stands out as a top choice for businesses seeking to enhance their complaint management processes.
