Macquarie Bank: Using Salesforce for complaints management

How the multi-billion dollar investment bank has optimized its complaints management process in alignment with ASIC RG165

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CX Network
09/10/2020

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Macquarie Bank has been utilizing Salesforce to engage better with its customers at a crucial part of customer journey: complaints.

While many organizations consider complaint management to be a drain on resources, proper complaint management is critical to the welfare of a brand’s reputation. It is an opportunity to rebuild trust with customers and capture insights that can lead to valuable business improvements.

View the video to understand more about how the multi-billion dollar investment bank has optimized its complaints management in alignment with RG165 requirements and combined Salesforce with its data and analytics teams to have a better 360 view of customers, so it can deliver services and experiences that are bespoke and to individuals.

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