The brief

THM is managing all UK complaints for a major online website and service provider.

Our client wanted to:

	Provide professional complaint management to their millions of UK online customers
	Improve customer experience and satisfaction
	Provide a cost effective complaint service with minimal impact to the business

The delivery

1. We recruited a small highly professional team
2. We developed processes and standards of complaint management to meet SLAs
3. We manage and run the service for several million customers in the UK.

The results

Our customer is very happy with the service we provide and their customers now get a much improved complaint management process.