Financial services firms face intense regulatory requirements around complaint handling. Regulators demand that every complaint is captured, resolved within defined timelines, and auditable. Manual processes and fragmented systems make this difficult, often leading to delays, errors, and compliance risks. To address these challenges, the company implemented Decisions, creating a centralized complaints management system that enabled consistent processes, transparent oversight, and a full audit trail.
Challenge
Prior to Decisions, complaints arrived from multiple sources including the Better Business Bureau, identity platforms, and direct customer submissions but there was no centralized tracking system. Pain points included:
- Manual intake and categorization processes that delayed resolution.
- Inconsistent routing and escalation of high-priority cases.
- Lack of real-time visibility into performance metrics such as resolution times and deadlines.
- Difficulty preparing audit-ready documentation for regulators.
- Negative customer experiences due to delayed or inconsistent responses.
The company needed an automated, scalable solution to improve compliance and streamline operations.
Solution
Decisions was deployed to automate the full complaint management lifecycle. Key capabilities included:
- Automated Intake & Categorization: Complaints were logged in one system and classified by type, source, and priority.
- Rules-Driven Routing: Cases were routed to the appropriate teams, with automatic escalation for complex or high-priority complaints.