DAVID Holding has developed a specialized solution for management of complaints, alerts, questions and suggestions for Allianz Bulgaria Holding.
The platform significantly optimizes the efficiency and quality of service, providing a convenient electronic form for reporting of alerts through the Allianz Bulgaria website, along with standard methods such as – by email and on paper.
All reported signals, regardless of the submission method, are processed through the Archimed eDMS platform. They are automatically allocated to the persons responsible for coordination according to the theme indicated, and the system sets deadlines for the completion of each task. Customers can track the status of their inquiries in real time throughout the review process. Once the processing is complete, the client receives a response via the email provided in their signal submission form.
The solution also features automatic notifications sent to the responsible employees and their managers about occurrence of certain events, changes in the status, execution of certain actions, or approaching deadlines.
A registry of all reported signals, along with the relevant structured data, can be exported in tabular format (.xls or .xlsx) that complies with the requirements of the regulatory authorities (FSC, BNB or others). The configuration of the exported table is flexible and can be adapted according to the needs of the specific organization or regulatory requirements.
The developed solution is suitable for banks and insurance companies implementing innovations and technologies to strengthen and increase their competitiveness, enhance the quality of the service provided, and ensure a higher level of customer satisfaction.
