Couple Upset while Speaking to Customer Service - Complaint Management for Financial Institutions

Software to Streamline Complaint Management

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Collecting, reviewing, resolving, and reporting consumer complaints can be difficult and time-consuming. Emails and spreadsheets just don’t cut it, and you’re tired of manually trying to identify trends, root causes, and sources. And who was supposed to respond to that complaint again? Luckily, there’s a better way.

Kadince software makes it easy to collect, review, resolve, and report your institution’s consumer complaints. Kadince is an all-in-one, easy-to-use software that will make your complaint management process much smoother, no matter how many complaints you receive a year.

With Kadince, you can…

Collect complaints from multiple sources expand icon

Collect complaints from multiple sources

  • Create web-based forms for front-line staff to submit whenever they encounter a complaint. These forms can be linked to your intranet or bookmarked elsewhere.

  • Import complaints received from third-party vendors (like FinTechs and card processors), if needed, using CSV files.

  • Integrate Kadince with other systems, like your CRM, to have complaints automatically flow into Kadince for review, response, and resolution.

Collect complaints from multiple sources expand icon

Route complaints to the appropriate stakeholder(s) for response and resolution expand icon

Route complaints to the appropriate stakeholder(s) for response and resolution

  • Use if/then logic to automatically send complaints to needed departments and team members.

  • Escalate complaints based on previously identified keywords. Complaints with terms like “unfair,” “deceptive,” “lawsuit,” and “discrimination” should definitely get some extra attention!

  • Ensure that complaints follow your institution’s specific response and resolution plan. Proposed responses can be reviewed and approved by needed stakeholders before being sent to the consumer. 

  • Track what type of resolution action was taken. Was the complaint closed with monetary relief, explanation, or without explanation?

Route complaints to the appropriate stakeholder(s) for response and resolution expand icon

Analyze trends and resolve root causes expand icon

Analyze trends and resolve root causes

  • Assign complaints to categories and subcategories (e.g., fees, online banking issues, UDAAP, discrimination, customer service, card issues, misinformation, etc.).

  • Identify complaint root causes and find trends over time.

  • Build dashboards, charts, bar graphs, and line reports to visually review these spikes and share them with stakeholders.

  • Drill down into the details to understand why trends are occurring and how to resolve the root cause.

  • Mitigate risk by building cases and linking complaints together to ensure the source is resolved.

Analyze trends and resolve root causes expand icon

Build reports for internal stakeholders, auditors, and examiners expand icon

Build reports for internal stakeholders, auditors, and examiners

  • Prepare for audits with detailed reports that demonstrate all complaints grouped by product, market, category, subcategory, root cause, source, etc.

  • Give limited report access to examiners, enabling them to review complaints and what resolution action was taken. Supporting documents are only one click away.

  • Provide reports to stakeholders, including regional managers, department heads, branch managers, etc.

  • Watch reports update in real-time. You’ll never need to update spreadsheets again!

Build reports for internal stakeholders, auditors, and examiners expand icon
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Other Time-Saving Features

Comprehensive Complaint Management Activity Log - Checkmark Icon
Comprehensive Activity Log

Entering complaints into Kadince or editing the complaints already in Kadince is tracked in an activity log. This history helps ensure the integrity of your information.

Complaint Management Workflow Rules - Gears Icon
Workflow Rules

You can create rules in Kadince to pre-fill data, assign tasks, and send notifications. Build a workflow for tasks you repeat daily, and get more of your time back.

Complaint Management Risk Reduction - Warning Icon
Risk Reduction

All complaints are organized in one system and run through a review process. This helps ensure complaints contain the right documentation, are handled promptly, and don't get lost.

Customizable Smart Forms
Customizable Smart Forms

Create custom complaint submission forms so your frontline staff can have a better user experience. Show form questions based on answers to previous questions, and reduce the amount of follow-up needed. Have a unique datapoint for something? No problem. Use custom fields to capture the data you need.

Import/Export
Import/Export

Easily import complaints from other sources into Kadince. This keeps everything in one place and keeps you away from those dreaded spreadsheets. Need to export your data? We’ve got you covered there, too.
 

Goals
Goals

Set goals for complaints responded to, response time, and many other things. Let Kadince keep track of how you’re doing.

API
API

Integrate Kadince with the tools you use every day to reduce steps and save time.


With Kadince, you spend less time managing complaints. And, you sleep easy knowing that complaints are being reviewed on-time by the proper people.

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Schedule Demo
Get Proposal

Building Software to Streamline Complaint Management Since 2015

As former bankers, we know how time-consuming it is to manage complaints. We set out to build software to help streamline complaint tracking and management at financial institutions.

See how financial institutions are using Kadince to streamline complaint management and reduce risks.

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D. L. Evans Bank

Trevor Matthews | Lending Compliance Officer

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Stockman Bank of Montana

Dawn Ramlow | Fair Lending Officer

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How to Start Streamlining Your

Complaint Management

Step 1 - Schedule a Personalized Demo of Kadince - Number 1 Icon

Schedule a Personalized Demo

for yourself and others at your institution

Step 2 - Get Quick Approval of Kadince - Number 2 Icon

Get Quick Approval

with our proven vendor management process

Step 3 - Implement Kadince - Number 3 Icon

Implement Kadince

with the help of your Kadince customer success manager

Get Started, Schedule a Demo
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How much does Kadince cost?

We believe software pricing should grow with the financial institution. For that reason, we’ll tailor Kadince pricing to the size, needs, and growth plans of your institution.

When you're ready, we’ll email you a custom proposal in four Kadince business hours.

I'm Ready For a Proposal
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Schedule a Demo with Jack

Jack Vaughan Photo - Kadince Sales Team Member

Get a Proposal from Jack

Thanks for your interest in Kadince software. I’ll email you a proposal within four (4) Kadince business hours (sometime before ).

Have any questions? I'm happy to help!