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…
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.
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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?
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.
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!
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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for yourself and others at your institution
with our proven vendor management process
with the help of your Kadince customer success manager
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.
Thanks for your interest in Kadince software. I’ll email you a proposal within four (4) Kadince business hours (sometime before ).
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