Automated customer complaint management system provides enhanced customer service and regulatory compliance
Business transformation is a strategic priority at GM Financial. Customers are their number one priority, and automating business processes helps improve business users’ efficiency to deliver superior service to customers.
There are a lot of different teams using Nintex technology at GM Financial. One of the most important systems is the customer complaint tracking system, which is used by over 4000 staff daily. The system allows frontline customer-facing staff to submit feedback or complaints via an online form. The form ensures the complaints teams have all relevant information before processing a complaint. It captures what issue the customer is experiencing and what resolution they are looking for.
Forms are shared with the compliance team, who analyze the data to see if there are any emerging trends that need to be dealt with. In addition, any new or updated regulatory compliance requirements can be managed quickly.
There are over 5000 Nintex forms and 9000 workflows in the system. There have been 35 million workflows used, with over 1.4 billion actions undertaken.
