Solvit is designed to improve member service levels by professionally and efficiently managing member requests and complaints. Solvit, has been specifically designed to make enquiry fulfillment and complaint resolution as smooth and successful as possible.
Solvit is the proven system to help you meet and automate your Internal Dispute Resolution responsibilities under FSR – it can help you in the following areas:
- Complaints Management
By enabling the logging, escalation and resolution of client requests and complaints, Solvit provides a real time update of their progress for access by the whole organisation.
Any employee, anywhere in the organisation is kept up to date and informed and can access this information at the click of a button. Clients are also automatically informed by email or fax.
- Request Management
Organisational leaders can now easily track, measure and monitor member service levels and how quickly staff respond to member requests. Solvit provides the facility to report on service performance against service standards and gauge the productivity and performance of all staff members in handling member requests. Built into the software is the ability for a monitoring operator to track the request all the way through to its conclusion.
- Management Reporting
As per the requirements of FSR, key reports can be generated for Solvit enabling management to be kept up to date with the progress of any disputes and complaints within the organisation. These reports can then be sent to your Internal Audit committee, ASIC, your External Dispute Resolution Centre (for example CUDRC) and of course management.