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Customer Service Complaint Management

Automate and manage the complaint lifecycle.

Customer experience expectations, insurer reputation, and regulatory implications drive the need for robust complaint management capabilities. Additionally, effectively managing complaints can provide insurers with valuable insights into day-to-day operations, including employee training needs, customer service issues, and potential regulatory red flags.

Appian enables insurers to take action in-the-moment across the organization, track and evaluate performance, and provide evidence to regulators when needed.

Features at a glance:
  • Effectively manage complaints from any initiation point – including paper, text, email, voice – through assessment, escalation, research and resolution
  • Maintain a central database for recording, investigating, and tracking complaints, enabling assessment of patterns by location, line of business, or other parameters
  • Improve customer service by ensuring timely and consistent management of complaints