The challenge

A large international development financing bank had been experiencing a growing number of complaints and wanted a better way of managing the risks to their operations through a complaints handling mechanism.

Our approach

We worked with the client and stakeholders to assess the existing approach and mechanism.  Using a systems approach we redesigned an improved and updated complaints handling mechanism that suited the capacity of the users, digitalizing with appropriate technology parts of the system.

The outcome

Our redesigned system allows management to undertake case-management directly in the system and by adding preset queries based on the client needs, managers can also analyze complaints to understand better the risks and take mitigation measures, before those risks are elevated to complaints and threaten operations.

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