Exploring Financial Services Complaint Management

You can use ServiceNow® Financial Services Complaint Management to manage a streamlined resolution of complaints within the complaint servicing team, or to route to business units (BUs) for decisioning and response.

Key features

• Automated workflow to route cases and tasks across different departments and functions
• Support for inputs from various business units (BUs)
• Routing of responses for review and approvals
• Configurable response templates based on complaint type to resolve complaints
• Personalized Workspace for different roles
• Playbook experience for a guided navigation to resolve cases
• Performance Analytics dashboard with pre-configured reports to highlight risks and themes and facilitate regulatory reporting
• Process Mining to visualize process and identify improvement opportunities

Complaint management personas

Complaint management is aimed at the following personas:

Table 1. Personas for the Financial Services Complaint Management application

Persona	Description
Administrator	Complaint admin who's responsible for configuring the application.
End users (requesters)	Customers and branch workers who submit requests and check the status of cases. The following users can submit complaints: Consumers (retail customers) Accounts and Contacts (business customers) Branch workers in the front office of a financial institution Complaint agent (can directly create a complaint case)
Fulfillers	Agents in the middle or back office of financial institutions who work with complaint servicing team. They are responsible for working on complaint cases and tasks that come into complaint services. The following agents work on complaints: Complaint agent Quality agent