Gartner Research

CRM Case Study: How to Successfully Implement a Customer Complaint Management Solution

Published: 06 March 2008

ID: G00146420

Analyst(s): Isher Kaila


A European-based financial services group was losing up to 100 million pounds annually on rework attributed to customer complaints. Through a CRM strategy, it increased the number of complaints resolved within two days to nearly 95% and provided a more consistent user experience.

Table Of Contents
  • Overview
  • Introduction
  • The Challenge
  • Approach
  • Vision
  • Strategy and Goals
  • Organizational Collaboration
  • Metrics and Benefits
  • Technology
  • Customer Experience
  • Results
  • Critical Success Factors
    • A Phased Implementation Approach
    • Cross-Functional Collaboration
    • Customer Service Methodology
  • Lessons Learned
    • Internal Buy-in Is Essential to Drive a Can-Do Attitude
    • Weekly Issues Resolved in a Cross-Business Technology Forum

©2021 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates. This publication may not be reproduced or distributed in any form without Gartner’s prior written permission. It consists of the opinions of Gartner’s research organization, which should not be construed as statements of fact. While the information contained in this publication has been obtained from sources believed to be reliable, Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartner research may address legal and financial issues, Gartner does not provide legal or investment advice and its research should not be construed or used as such. Your access and use of this publication are governed by Gartner’s Usage Policy. Gartner prides itself on its reputation for independence and objectivity. Its research is produced independently by its research organization without input or influence from any third party. For further information, see Guiding Principles on Independence and Objectivity.

Already have a Gartner Account?

Purchase this Document

To purchase this document, you will need to register or sign in above

Become a client

Learn how to access this content as a Gartner client.