Customer Complaint Management Qorus-Infosys Finacle Banking Innovation Awards 2025

The number of active customers increase day by day,accordingly,there is a significant increase in customer demands and complaints.For this reason,we aim to improve the customer experience and manage complaints while redesigning the employee experience in a way that requires less effort in the processes In this context, while taking action at the source to prevent complaints from occurring, we created 85 actions under 3 basic indicators (Solution suggestions at source, self-service solution, effective and automatic solutions) to resolve complaints quickly and effectively. 1. Solution Suggestions at Source – (39 Actions were taken for this indicator) This indicator includes actions that will ensure complaints are resolved before they arise in the call center or branch channels. For instance; escalation for authorization of transactions beyond branch or call center limits such as return of interest rate onjections from the call center. 2. Self-Service Solution- (28 Actions were taken for this indicator) Some transactions are avaliable for different channels such as call center, branches,mobile, etc. However customers generally prefer to use traditional channels like face to face interactions instead of self-service process. To increase the usage of the self service transactions, we maintained to display warnings on employees’ screens that customers can do this transactions through self-service channels. 3. Effective and automatic solutions (18 Actions were taken fort his indicator) Classification of incoming complaints with AI and assignment to relevant business units. Also, quick resolution of complaints without any human interaction. Instead of minimizing the human interactions in the processes we are integrating the new generation technologies such as RPA–OCR. By increasing the number of complaint channels which customers can contact us, we have become more accessible. Furthermore, we aim to provide faster solutions by limiting our complaint resolution time to 48 hours.

Our main objective in this project was to perfect the customer experience in complaint management while redesigning the processes to require less effort from employees. In this scope, we set six specific goals: Resolving Complaints at Their Source: 80% of complaints come from the call center and branch channels, we aimed to resolve these complaints by providing solutions directly at these points. Offering Self-Service Channels: We aimed to enable customers to handle their issues through self-service channels by starting the related processes and choosing the demanded products that often cause complaints to digital channels. Effective and Automatic Complaint Resolution: By using next-generation technologies like AI, RPA, and OCR, we aimed to resolve complaints quickly and efficiently while also reducing costs. Accessibility and Usability: We aimed to increase the number of channels through which customers can submit their complaints and make it easier for them to report issues. Personnel Training and Competency Enhancement: Ensuring that employees are trained in complaint management and improving their competencies. Root Cause Analysis: Aiming to analyze the fundamental causes of complaints to develop lasting solution suggestions.

Situation Analysis: First, the current customer complaint management processes were evaluated. Data analysis was conducted to determine which issues received more complaints from which channels. Goal Setting: The main objectives of the project and specific goals that would support these objectives were determined. In this context, 6 specific goals were focused on. Technological Infrastructure Assessment: New generation technologies such as AI, RPA and OCR were researched and their integration with the current system was evaluated. Resource and Budget Planning: The budget and resources to be allocated to the project were determined. In this process, areas such as hardware, software and personnel training were taken into consideration. Creating a Timeline: A timeline was prepared to achieve the goals. The design phase of the project started in April 2024 and was completed in October 2024. Many stakeholders worked in collaboration in this project. These stakeholders are explained under the cross functional teams headline. After the developments, the first output of the project was realized in November 2024. 75% of the project was published by the end of March 2024. The entire project is planned to be published by the end of 2025. Implementation Process: Cross-Functional Teams: A core team was established to manage the project with participants from different departments. Business units such as HR, IT, and customer service were represented. Training Programs: Regular training programs were initiated so that staff could use complaint management processes effectively. Pilot Applications: New processes and technologies were tested in certain channels firstly (e.g. call center), then these solutions were expanded to other channels. Communication: Project team communication was established through project management tools and regular meetings. Status reports were regulary shared to senior management and relevant stakeholders. Challenges: Difficulties such as technical integration and employee resistance were encountered In the early stages. These challenges were overcame by the support of the project sponsors.