Aptean Respond vs TurnFriendly Financials

Aptean Respond is case and complaints management software aimed at financial services firms and complaint-handling teams. It organizes complaint workflows, customer service and risk management with industry templates, configurable workflows, dashboards and investigation tools. Complaints can enter through social media, online contact forms, SMS and email. Text analytics scans incoming communications for possible customer vulnerability and flags messages for staff review. Case Lookout uses previous cases to show model cases and real-time suggestions. Configuration Manager guides setup of workflows and escalation paths without consultants or integrators. Business intelligence exports data in OLAP format, while XSync synchronizes Microsoft Excel workbooks in real time; an open API supports third-party integrations. Respond Survey provides context-sensitive surveys, and Quality Accelerator performs risk-based quality checks in real time and retrospectively. The software is available as SaaS or on-premise, with French, German, Italian, Spanish and Polish language packs. Pricing is available on request and is based on case volume.

TurnFriendly Financials is a web-based case-management platform for banks, insurers and other financial-service providers. It handles queries, complaints, claims, reclaims, feedback and related concerns from intake through response, with histories, categories and configurable statuses. Work can be distributed automatically, routed by skills, tracked through to-do lists and resubmissions, and monitored on dashboards. Banking functions include SEPA processes, PSD2 incident handling, reimbursement releases, AnsFuG reporting and BaFin-compliant reports. Insurers can collect, categorize and evaluate complaints and produce complaint reports. Customer service portals accept concerns and let advisers retrieve information with single sign-on. TurnFriendly lists more than 60 standard reports and real-time analysis information. Integrations include SAP, customer-data, HR, mail, telephony, document-management and banking systems, plus SOAP and REST services. Deployment is SaaS or on-premise. Pricing is on request.