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New white paper
New white paper from Charter UK outlines steps lenders need to take to address the PPI remediation crisis
The UK's largest supermarket bank has invested in Charter UK's specialist customer complaint and feedback management software to exceed customers' needs.
A spokesperson for the Bank said: 'We have invested in integrating our customer processes and systems to ensure the voice of the customer is central to the direction of the company.
Charter UK's feedback management software is regarded as a strategic platform that aligns itself with our customer service values and continuous service improvement culture.
This will result in a potential multi million pound investment for the bank as we push forward into the retail banking and general insurance markets and expand our service offerings and customer base.'
A representative for the bank's General Insurance business said: 'Charter's system will help us ensure we remain customer centric in our dealings and protect our brand values.
It will be used by our customer relations team to handle complaints within our general insurance business ensuring we are best placed to respond to our customers needs – capturing not just what's required but what we can learn from.
This will deliver significant benefits to the business by improving outcomes for our customers, eliminating repeat complaints and identifying areas for improvements.
Rob Mandell, Head of Business Development at Charter UK commented: 'As the leading technology player in the complaint management space, we are the only supplier to provide a .net browser based platform meaning our solutions can be readily integrated into legacy customer information systems , speeding up the implementation and giving ultimate flexibility to support the bank's customer focused business operations.