Respond Extends the Reach of Complaints and Feedback Management with Respond CenterPoint 3.66

Respond, provider of complaints and feedback software, has announced the latest version of its powerful and comprehensive complaints and feedback management application, Respond CenterPoint 3.66.

Respond CenterPoint is a flexible and mature software system that has been incrementally improved to allow dedicated complaint and feedback handlers within a customer service or feedback management department to automate the entire process from capture through resolution to reporting. In version 3.66 the focus is on providing deeper functionality and expanding the application’s capabilities for logging, tracking, managing and reporting on all forms of feedback data including complaints, complex queries, enquires, issues, comments and compliments.

Respond’s Head of Product Management, Ian Mapp, comments: “All of the new features in Respond CenterPoint 3.66 have been developed based on feedback from our customers and are in line with our objective of delivering powerful, world-class solutions through easy-to-use and intuitive applications.”

All new features in Respond CenterPoint 3.66 have been designed to enhance workflow, enforce process control, provide faster and more accurate data entry and improve data quality, which will further increase the efficiency and productivity of the process.

Key features include a new Outlook link that enables users to register emails with existing complaint cases, open complaints or create a new complaint from an email within Microsoft Outlook. This increases automation, reduces manual effort and errors, and provides seamless integration with familiar desktop applications. A plug-in manager for enhanced system maintenance and a configurable repeat contact search facility have also been added along with improved security options. This includes a powerful new feature to selectively manage confidentiality of individual data elements within a feedback or complaint case.

“The success of any organisation can hinge on strengthening business performance through improved customer service,” says Respond CEO James Heavey. “Respond CenterPoint has a proven track record of delivering business benefits in key areas such as regulatory compliance, process and product development and increased customer satisfaction.”

Respond CenterPoint 3.66 is part of the Respond 3 XA suite of enterprise applications that offers organisations of any size a tailored package of processing, diagnostic and analytical tools for handling customer complaints and feedback. Incorporating the entire family of Respond products, Respond 3 XA gives businesses the flexibility to handle customer complaints and feedback in a way that best suits their operational infrastructure and business objectives.