CDC Respond is market-leading enterprise complaints and feedback management software that gives organizations the means to derive real value from customer complaints and feedback. With this solution, the means and tools needed to capture and act upon the feedback at the point of customer interaction is provided.

For over two decades, CDC Respond has been implemented by various organizations that give importance to enhancing the customer experience thus increasing customer loyalty and satisfaction. This enables them to be more profitable as they become the building blocks of a sustainable relationship with their customers.

Built on industry standard Microsoft® technologies, CDC Respond makes it easy to arrive at a consolidated enterprise view of customer feedback and identify, isolate and address the root causes of complaints. CDC Respond is composed of three core applications to support the specific needs of users across the organization, from front line staff to case managers to business managers.

CDC Respond for Front Line Staff:
This provides the service staff with a simple workflow based interface for logging and viewing customer feedback at the point of interaction. Being process led, it is intuitively designed to guide the service staff through a pre-built feedback workflow and eliminates the need for user training. This also ensures that the data captured is accurate, complete and ready for processing at the next stage.

CDC Respond for Case Managers:
CDC Respond Case Manager enables the management of all feedback through to resolution in a structured and timely manner, while allowing quick and easy real time reporting of customers’ experiences. This also manages the feedback process from capture through to resolution, logging and tracking all forms of feedback data, including complaints, enquiries, complex queries, comments and compliments.

CDC Respond for Business Managers:
This provides the business managers with a tool to easily create or modify its built-in process workflows to be used by the front line staff and Case Managers. It is a wizard –driven interface for system configuration and security management. Reports and searches can be created and published to users to provide the level of customer insight appropriate to the role and data access.

This solution has been used by over 1500 organizations worldwide over a wide range of industries including financial services, government, education, manufacturing, healthcare, travel and transportation and utilities sectors. For more information, visit www.cdcrespond.com.