{"id":21194,"date":"2019-07-02T15:00:26","date_gmt":"2019-07-02T09:30:26","guid":{"rendered":"https:\/\/enterslice.com\/learning\/?p=21194"},"modified":"2021-01-04T11:28:00","modified_gmt":"2021-01-04T05:58:00","slug":"complaint-management-system","status":"publish","type":"post","link":"https:\/\/enterslice.com\/learning\/complaint-management-system\/","title":{"rendered":"RBI Introduces Complaint Management System (CMS) for filing complaints against Banks and NBFCs"},"content":{"rendered":"

Reserve Bank of India has launched an application name Complaint Management System (CMS) on its website for lodging complaint against bank and NBFCs<\/strong> with a view to improve customer experience and speedy redressal of grievances. The application was launched to give ease to the customers so that they can lodge complaints against any regulated entity with public interfaces such as Banks (Commercial, urban-cooperative banks) and Non-Banking Financial Companies.<\/p>\n\n\n\n

What is Complaint Management System (CMS)?<\/h2>\n\n\n\n

CMS is software\nwhich manages complaints of the customers and allows businesses to improve\ncommunication, which as a result turnout into a quality relationship by\nimproving the customer experience and delivering consistent support across\nchannels. The software collects all the customer information in one place and\nflexible tools that enable the authority in reporting and tracking of\ncomplaints. Employees appointed for this purpose are equipped to resolve the\ncustomer complaint while maintaining compliance. CMS helps in flexible\ncomplaint management and redressal grievances which leaves a positive\nimpression on a previously unhappy customer.<\/p>\n\n\n\n

Complaint\nmanagement software provides everything that an authority needs to improve\nemployee workflow and resolve customer complaints.<\/p>\n\n\n\n

What\nwas the aim behind introducing CMS portal?<\/h2>\n\n\n\n

The aim behind introducing the Complaint management software is to resolve the customer grievances and complaints faster, as these processes require a lot of time and a lot of information which turns out into a tedious process. <\/p>\n\n\n\n

<\/p>

The RBI also plans to introduce a dedicated Interactive Voice Response (IVR) System for tracking the status of complaints. I am sure, with time, the customer-friendly nature of the CMS will be further enhanced. With the launch of CMS, the processing of complaints received in the offices of Ombudsman and Consumer Education and Protection Cells (CEPCs) of the Reserve Bank has been digitalized. – RBI GOVERNOR SHAKTIKANTA DAS <\/strong><\/div>\n\n\n\n

Accessibility of the Complaint Management System (CMS)<\/h2>\n\n\n\n

A Complaint management system is accessible on both desktops as well as on the mobile. In addition to it, RBI has also planned to introduce an Interactive Voice Response(IVR) system for tracking the status of complaints. As the software was designed to entertain the online complaints of the customer by keeping in mind their convenience.<\/p>\n\n\n\n

Also Read:<\/strong><\/p>\n\n\n\n

Non-Banking Financial Company vs Micro Finance Institution<\/a>
NBFC<\/a> vs Bank : How to Select One While Shopping for Loans<\/a>
What benefits the customers are availing after the launch of CMS software?\n\n\n\n

The\ncustomers are availing following benefits by CMS Software:<\/p>\n\n\n\n