Complaints are inevitable for any organization. Complaints management is required by various regulations and standards, including the Office of the Comptroller of the Currency (OCC) in the United States and the Office of the Superintendent of Financial Institutions (OSFI) in Canada, just to name a couple. If not managed correctly, tracking complaints can be difficult and not resolved in a timely manner, which can result in risk to your organization. Some of these risks include reputational damage or financial impacts to your organization. Regulations and standards require organizations to adhere to their guidelines on how to handle the complaints, deal with them in a timely manner and report that information back to the governing body.
On August 20th, the RSA Exchange introduced a new offering to help you minimize the risk of impact from complaints, internal and external to your organization. With the RSA Archer Complaints Tracking app-pack, you can have a consistent and repeatable process for tracking and managing complaints so you can minimize dissatisfaction from employees and customers while ensuring compliance with regulatory requirements in regards to how complaints are handled and how long it takes to resolve the complaints.
RSA Archer Complaints Tracking allows you to:
Document complaints internal and external to the organization
Conduct an Investigation to determine impacts to the organization
Document findings and determine a course of action for resolution
Monitor complaint resolution and satisfaction
Report complaints for regulatory requirements
In addition, the RSA Archer Complaints Tracking app-pack can be utilized with the RSA Archer Speak Up app-pack to allow the ability to submit complaints anonymously to support whistle blower regulatory requirements. To learn more about the RSA Archer Speak Up app-pack, please visit RSA Archer Speak Up on the RSA Exchange.
Interested in learning more about the RSA Archer Complaints Tracking app-pack? Join us for a Free Friday Tech Huddle on Friday, August 23, for a live demo. Free Friday Tech Huddles are only available to RSA Archer customers. If you are not yet a customer but you are interested in learning more, please contact your local representative or authorized reseller — or visit us at www.rsa.com.