An Integrated Complaints and Lead Management System for the Banks
Highlights include the following:
≻ ClientMatrix enables systematic recording, management and closure / redressal of
all leads and complaint cases for the Banks
≻ ClientMatrix software is easy to set up, is based on a web technologies, and permits
a number of cross-references, search fields and full reporting capabilities
≻ ClientMatrix provides for extensive provision for recording complaint details like
Complainant’s Details, Category of Complaint, Complaint Originating Source, Complaint
≻ Provision to generate automated letters / Mails like Acknowledgement letter, Forwarding
Letters, Reminders, Special Letters, Final Disposal Letters, etc.
≻ Provides Structured Complaints Follow-up Process including System-aided case tracking,
Action Recording and next action plan, Incremental Build-up of the customers databank.
≻ Various reporting needs in-built in the system like Daily Reports, Weekly Reports
/ Monthly Reports, Statutory Reports, etc
≻ Analysis of complaints based on a host of criteria like Complaint Aging Analysis,
Complaint Volume (Nature, Branch, Period, etc.), Complaint Pendency Status (Source,
Officers, Zone, etc.), Complaint Disposal Rate, Complaint Checklist, etc.