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Barclays is a UK-based financial services group, with a large international presence in Europe, the U.S., Africa, and Asia. Barclays required a new system to help it manage complaints and feedback from customers. Its previous system was fragmented, with 33 largely independent systems supporting it across the company. Due to data being kept in several silos, customers looking to resolve complaints often had to continually repeat the same information to different members of Barclays staff, which led to poor customer satisfaction. Barclays implemented CDC Respond to allow every staff member access to the complaints and feedback management system. In turn, this allows Barclays to improve complaint recording, respond faster, and ensure its customers are informed about the ownership and progress of their complaint.
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