Transcript Document

THE RESPOND 2015
USER GROUP
Financial Services
Aptean’s CRM, ERP and Supply
Chain software applications
enable nearly 5,000 customers to
satisfy their customers, operate
more efficiently and stay at the
forefront of their industry.
Aptean is where software works.
| Company
Do Not Distribute
©12014
Aptean.Confidential
All rights reserved.
TODAY’S AGENDA
1.
2.
3.
4.
5.
6.
7.
8.
The Here and Now, Stuart O’Sullivan (Huntswood)
What’s on the Agenda in 2015, Stephen Humphreys (Huntswood)
Respond: The Road-Map and Future, Duane George and Eric Brown
Thematic Review – Getting Ready for Change (group discussion)
Respond User Group - Your Discussion Session
Respond Features and Functions, Eric Brown
Thematic Review – Getting Ready for Change, Initial Results
Post User Group Debrief and Refreshments
2 | Company Confidential Do Not Distribute
COMPLAINT
HANDLING – THE
HERE AND NOW
APTEAN USER GROUP
Presentation by Stuart O’Sullivan
Thursday 5th March 2015
Classification: Private – This document and its contents
are confidential and proprietary to Huntswood or its
licensors.
No part of this document may be copied, reproduced or
transmitted to any third party in any form without our
prior consent.
COMPLAINT
HANDLING
What’s on the agenda in 2015?
Presentation by Stephen Humphreys
5 March 2015
Classification: Private – This document and its contents
are confidential and proprietary to Huntswood or its
licensors.
No part of this document may be copied, reproduced or
transmitted to any third party in any form without our
prior consent.
RESPOND’S ROADMAP
& THE FUTURE
Please contact your Account Manager if you would
like to discuss Road-Map content. These slides
cannot be included in a public release.
Aptean’s CRM, ERP and Supply
Chain software applications
enable nearly 5,000 customers to
satisfy their customers, operate
more efficiently and stay at the
forefront of their industry.
Aptean is where software works.
| Company
Do Not Distribute
©52014
Aptean.Confidential
All rights reserved.
QUESTIONS
Duane George
Director, Respond Product Line
[email protected]
Contact me with any questions about this
presentation and the future of Respond
6 | Company Confidential Do Not Distribute
RESPOND
DEMONSTRATION
Please contact your Account Manager of you like to see a
demonstration of Respond features. This can be offered virtually if you
prefer, or on site.
7 | Company Confidential Do Not Distribute
NEXT: THE FCA THEMATIC REVIEW
•
•
•
•
•
Defining a complaint
Recording ALL complaints and the 3 day rule
Reporting changes (internally and to the FCA)
Written responses (new 3 day rule)
March 2016 … Change Management, are the
people around you ready too?
8 | Company Confidential Do Not Distribute
COMPLAINTS HANDING
THEMATIC REVIEW &
CONSULTATION PAPER
12:00-12:45
Aptean’s CRM, ERP and Supply
Chain software applications
enable nearly 5,000 customers to
satisfy their customers, operate
more efficiently and stay at the
forefront of their industry.
Aptean is where software works.
| Company
Do Not Distribute
©92014
Aptean.Confidential
All rights reserved.
ROUND TABLE DISCUSSIONS
•
•
•
•
•
•
•
•
•
Each table has an Aptean Facilitator to lead and take notes
There are 5 key topics (following this slide)
For each topic you have 5 minutes to share your thoughts
Then 2 minutes to establish the points
There will be a chime between slides as they auto-progress forward
After the 5 topics there will be closed questions for polling
At the end of today’s sessions we will present the initial results
Aptean will author a more in depth set of results post-event
CHATHAM HOUSE RULE APPLIES
10 | Company Confidential Do Not Distribute
1/5 – GROUP DISCUSSION (INTRO)
DEFINING A COMPLAINT
“Any expression of dissatisfaction” is not the FCA’s definition.
The FCA turned down a request to change the definition to this.
FCA: “The complaint must allege that the complainant has
suffered (or may suffer) financial loss, material distress or
material inconvenience.”
11 | Company Confidential Do Not Distribute
1/5 – GROUP DISCUSSION (5 MINS)
DEFINING A COMPLAINT
“Any expression of dissatisfaction” is not the FCA’s definition.
The FCA turned down a request to change the definition to this.
FCA: “The complaint must allege that the complainant has
suffered (or may suffer) financial loss, material distress or
material inconvenience.”
12 | Company Confidential Do Not Distribute
1/5 – WRAP UP (2 MINS)
DEFINING A COMPLAINT
13 | Company Confidential Do Not Distribute
2/5 – GROUP DISCUSSION (INTRO)
RECORDING ALL COMPLAINTS
AND THE 3 DAY RULE
The FCA proposes giving firms 72 hours instead of 24
hours to handle a complaint informally … but as a result
every complaint becomes reportable.
14 | Company Confidential Do Not Distribute
2/5 – GROUP DISCUSSION (5 MINS)
RECORDING ALL COMPLAINTS
AND THE 3 DAY RULE
The FCA proposes giving firms 72 hours instead of 24
hours to handle a complaint informally … but as a result
every complaint becomes reportable.
15 | Company Confidential Do Not Distribute
2/5 – WRAP UP (2 MINS)
RECORDING ALL COMPLAINTS
AND THE 3 DAY RULE
16 | Company Confidential Do Not Distribute
3/5 – GROUP DISCUSSION (INTRO)
REPORTING CHANGES
INTERNALLY AND TO THE FCA
The FCA plans to benchmark sales vs complaints and to publish 3
day complaints data too.
Internally what also needs to be done differently to fully consider
these 3 day complaints?
17 | Company Confidential Do Not Distribute
3/5 – GROUP DISCUSSION (5 MINS)
REPORTING CHANGES
INTERNALLY AND TO THE FCA
The FCA plans to benchmark sales vs complaints and to publish 3
day complaints data too.
Internally what also needs to be done differently to fully consider
these 3 day complaints?
18 | Company Confidential Do Not Distribute
3/5 – WRAP UP (2 MINS)
REPORTING CHANGES
INTERNALLY AND TO THE FCA
19 | Company Confidential Do Not Distribute
4/5 – GROUP DISCUSSION (INTRO)
WRITTEN RESPONSES
UNDER THE 3 DAY RULE
Letter – Email – Text
3 day complaints will require a reply using stock text
from the FCA (via any of the above) giving brief case
outcomes, an acknowledgement and FOS referral rights.
20 | Company Confidential Do Not Distribute
4/5 – GROUP DISCUSSION (5 MINS)
WRITTEN RESPONSES
UNDER THE 3 DAY RULE
Letter – Email – Text
3 day complaints will require a reply using stock text
from the FCA (via any of the above) giving brief case
outcomes, an acknowledgement and FOS referral rights.
21 | Company Confidential Do Not Distribute
4/5 – WRAP UP (2 MINS)
WRITTEN RESPONSES
UNDER THE 3 DAY RULE
22 | Company Confidential Do Not Distribute
5/5 – GROUP DISCUSSION (INTRO)
MARCH 2016 … 1 YEAR FROM NOW
Change Management Plan – Are you gearing up for
this? Do you have headcount in the right places? Can
the frontline handle 3 day rules (including written
replies)? Is Corporate ready for a 2-3x increase in
published complaints data? Have you replied to the
FCA’s Consultation Paper?
23 | Company Confidential Do Not Distribute
5/5 – GROUP DISCUSSION (INTRO)
March
2015
Today
24 | Company Confidential Do Not Distribute
March
2016
Go-Live
5/5 – GROUP DISCUSSION (INTRO)
March
2015
Procurement
25 | Company Confidential Do Not Distribute
System
Changes
Culture
Change
Training
March
2016
5/5 – GROUP DISCUSSION (5 MINS)
MARCH 2016 … 1 YEAR FROM NOW
Change Management Plan – Are you gearing up for
this? Do you have headcount in the right places? Can
the frontline handle 3 day rules (including written
replies)? Is Corporate ready for a 2-3x increase in
published complaints data? Have you replied to the
FCA’s Consultation Paper?
26 | Company Confidential Do Not Distribute
5/5 – WRAP UP (2 MINS)
MARCH 2016 …
1 YEAR FROM NOW
27 | Company Confidential Do Not Distribute
RESPOND USER
GROUP SESSION
13:45-15:15
Aptean’s CRM, ERP and Supply
Chain software applications
enable nearly 5,000 customers to
satisfy their customers, operate
more efficiently and stay at the
forefront of their industry.
Aptean is where software works.
| Company
28
Do Not Distribute
© 2014
Aptean.Confidential
All rights reserved.
RESPOND CASE AND
ADVANCED AGENT
Eric Brown, Solutions Consultant
Aptean’s CRM, ERP and Supply
Chain software applications
enable nearly 5,000 customers to
satisfy their customers, operate
more efficiently and stay at the
forefront of their industry.
Aptean is where software works.
| Company
29
Do Not Distribute
© 2014
Aptean.Confidential
All rights reserved.
IMPACT OF 3 DAY INFORMAL PROCESS
1 & Done
Escalation
AHT?
Coach?
30 | Company Confidential Do Not Distribute
SUMMARY COMMUNICATION
For First Point of Contact
• Capture process
• Simulated Lookup
• Creating the communication
• Resolving an escalation
• Email output
31 | Company Confidential Do Not Distribute
SUMMARY COMMUNICATION
Advanced Case Agent
• Configurable capabilities
• Supports varied working
practices
• Reduces operational expenditure
32 | Company Confidential Do Not Distribute
QUESTIONS
Eric Brown
Solutions Consultant
[email protected]
Contact me with any questions about Respond’s
features and functions
33 | Company Confidential Do Not Distribute
RESULTS FROM
GROUP WORK
15:45
Aptean’s CRM, ERP and Supply
Chain software applications
enable nearly 5,000 customers to
satisfy their customers, operate
more efficiently and stay at the
forefront of their industry.
Aptean is where software works.
| Company
34
Do Not Distribute
© 2014
Aptean.Confidential
All rights reserved.
DEFINING A COMPLAINT
• Over report vs risk of under reporting
• Consistency of Capture and
management of complaint
• Training of Front Line Staff and others
35 | Company Confidential Do Not Distribute
RECORDING ALL COMPLAINTS
AND THE 3 DAY RULE
• “Just Like Starting Again”
• Clarification from FOS re ability to
review summary resolution
• Need to capture more information at
Front line – poorer customer service?
36 | Company Confidential Do Not Distribute
REPORTING CHANGES
INTERNALLY AND TO THE FCA
• Getting Stakeholder buy in
• Case numbers increasing – perhaps
over 500 cases
• Publication of cases – not all
companies are the same
37 | Company Confidential Do Not Distribute
WRITTEN RESPONSES
UNDER THE 3 DAY RULE
• Will use channel of customer
complaint to reply
• Cost burden of responding via letter
• Clarification on level of
personalisation required
38 | Company Confidential Do Not Distribute
MARCH 2016 … 1 YEAR FROM NOW
• NOT STARTED YET!
• Cost burden – double staff levels to
manage
• Are FOS ready?
39 | Company Confidential Do Not Distribute
40 | Company Confidential Do Not Distribute