17 Jan 2012: CDC Software has announced a number of significant enhancements to its customer complaints and feedback management platform, CDC Respond 5.6.  The most significant enhancement is the ability to pro-actively manage high volumes of customer contact cases. 

The growing need for high volume management was highlighted by CDC Software’s financial sector customers who need to manage high volumes of PPI compensation claims in a relatively short time scale. They also need to integrate customer data from multiple systems and this has also been acknowledged and addressed in CDC Respond 5.6. 

A number of time and cost saving features have also been added including advanced case management and complaint handling features for customer service agents.  An enhanced user experience, intuitive processes and site navigation tools to optimise case efficiency and significantly reduce the time-to-resolution for each customer complaint. 

In parallel to the efficiency gains, the new features lower the average administrative cost per customer and reduce the time and cost of staff training, as well as the speed of product familiarisation.  This simplification means customer service agents are ready to start handling and managing customer complaints within hours.

In addition to the frontline customer complaints management, in the back office (through analysis of the data gathered in the two-way communications process) CDC Respond 5.6 provides insight into current customer satisfaction levels, details and alerts management to the root cause of customer issues, and highlights areas of the business that need to change or could benefit from process, product or service review.

The latest version of the software is available via four delivery options: on-premise, remotely managed, hosted and, for the first time, CDC Respond is available as a SaaS / Cloud deployed solution. 

"In the current economy, companies are looking for technology solutions to help them reduce the time, resources and costs associated with handling feedback and complaints while increasing customer service standards,” said Paul Elswood, President CDC Software EMEA.

“With its industry standard technologies, robust functionality and flexible delivery models options, CDC Respond 5.6 promotes low total cost of ownership and helps an organisation improve customer satisfaction and the overall customer experience, all of which will promote long-term customer loyalty and improved profitability.”