Aptean Respond
Close Brothers Close Brothers Heads to the Cloud for Complaint Management Excellence
Industry
Financial Services
Challenges
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Needed to adapt to changing nature of complaints QA challenges stemmed from using manual spreadsheets
Benefits
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Real time reporting and contextual QA with increased automation Configuration flexibility Savings from a switch to SaaS
Close Brothers is a leading UK merchant banking group providing lending, deposit taking, wealth management services and securities trading. Employing over 3,500 people, principally in the UK, Close Brothers Group plc is listed on the London Stock Exchange and is a member of the FTSE 250. In July 2018, six businesses of Close Brothers, including Premium Finance, Motor Finance, Invoice Finance, Asset Finance & Leasing, Savings and Novitas, reassessed how they handled complaints as part of their continual efforts to achieve the best customer experience and service. The businesses were all using Aptean Respond to manage complaints, albeit an old version of the solution, which meant that the team couldn’t easily adapt in-line with the changing nature of complaints. Additionally, an internal review highlighted some Quality Assurance (QA) process challenges, with existing processes conducted manually using spreadsheets. Keeleigh Field, Retail Business Manager at Close Brothers, explains: “We recognised a lack of standardisation across business units, meaning it was difficult to secure a single view of complaint handling. While our handlers were using the same fields, they were using them in different ways, which made like-for-like data analysis much harder. We were also very aware that we weren’t using the system to its full potential, and were keen to attain efficiencies, enhance root cause analysis and enable continuous improvement.”