Meet your customers where they are—to seamlessly resolve complaints. With Banking Complaints Management, ServiceNow and Infosys reimagine the customer experience—ensuring continuity across multiple channels, accelerating resolutions, and breaking down organizational silos to improve satisfaction and loyalty. 

Results/Outcomes:

- Promote efficiency and accelerate time to value. Enable a seamless workflow, from complaint intake through its resolution, with a comprehensive complaints catalog and portal.​
- Enhance customer and employee experiences. Implement streamlined, consistent processes with a people-oriented approach that improves customer and employee experiences.​
- Improve visibility and simplify compliance. Integrate systems to gain a full, real-time view of the complaints process and improve data quality across the enterprise.

Functional Features:

- Banking complaints catalog​​
- Complaint management portal​​
- Personas​​
- Case management​​
- Social media channel management ​​
- Integration Framework with Regulators like CFPB

Technical Features:

- Catalog with workflows​​
- Service level agreements​​
- Integration with 3rd-party systems​​
- Reports and dashboards