Customer Experience Management Software for banking and insurance

Issues, such as complaints from customers or supervisory authorities, can be dealt with either centrally or decentrally, and distributed through the intelligent process distribution (module Skills-based Routing) across the Company. TurnFriendly uses existing branch structures, account and customer number logics and thinks like a bank core system. Data exchange with banking systems creates integrated service processes.

Banks are obliged to create statistics and reports for the supervisory authorities. Since the end of 2012, the German Federal Financial Supervisory Authority (Bundesanstalt für Finanzdienstleistungsaufsicht, BaFin) demands that investment advisors and advice-related complaints pursuant to section 34d WpHG have to be reported. TurnFriendly has implemented this reporting process with special AnsFuG components and automatically generates message data for employees and complaints.

Seamless and therefore easy and efficient integration into existing banking systems. Among its other features TurnFriendly has standard interfaces with SAP and adaptors for easy connection to proprietary interfaces. Several customer master data systems can be connected in parallel at the same time. This functionality supports migration and solves the problem of integrating heterogeneous ERP systems.

TurnFriendly provides company-specific service portals for accepting and retrieving information for all types of customer concerns. TurnFriendly then directly records the data recorded on a portal. What distinguishes our portals is their intuitive operation. Customer advisers can competently provide information on processing status.

In accordance with the collective decree dated 20 September 2013 (reference number: VA 43-I 2512-2013/0007), insurance undertakings are to establish a complaints management function which enables complaints to be investigated fairly and in a legally correct manner and potential conflicts of interest to be identified, avoided or managed as well as possible.