As the regulatory pressure to fix the problems of the past rapidly and the operational complexity of organisations continues to become even more intricate, there is greater demand for businesses to deliver seamless, sustainable operations to achieve the required business and customer outcomes.
KPMG’s Customer Remediation offers businesses a way to deliver bundled and repetitive services via an outsourced model. Our services include the subject matter experts (SME), workforce scale, processes and technology that are necessary to deliver on required and desired solutions.
It’s important for our clients to feel confident that we can deal with the volume of remediation work while executing with excellence.
KPMG's Managed Service Operation (KMSO) was established to help our clients remediate their customers – and this is helping businesses re-establish trust with their clients and with communities in general.
The KPMG Managed Services Operation Centre (KMSO) in Western Sydney is a well-established multi-client facility that specialises in delivering managed services in customer remediation complaints handling and know your customer (KYC). The facility can provide 24-hour processing and is configurable to provide dedicated spaces for each client to ensure data security. KMSO supports both large and small remediation and other customer projects.
To deliver these services, KPMG deploys a unique combination of SMEs, tools and technology and operational excellence. This methodology is backed by capacity that is both flexible and scalable – and supported by KPMG’s specialist advisory services.
Regulatory technology (RegTech) plays an important role in allowing the capabilities to scale up very quickly. Rapid and accurate analysis of hundreds of sources of data, including letters, emails or phone records is done by utilising artificial intelligence (AI) and machine learning technology to pinpoint the one or two instances that may be subject to remediation.
KPMG’s focus on quality of advice and delivery ensures organisations can trust that the regulatory expectations will be met – giving you the confidence to focus on your core business.
Customer-centric remediation is about far more than compensating customers. It’s also an opportunity to rebuild trust and create better customer relationships.
Our core management team have run large operations both locally and globally and bring a wealth of experience to deliver scalable solutions. We have:
We work with organisations to design programs that deliver remediation activities first time right. We do this by bringing together our subject matter domain knowledge, operation excellence experience and leading technology and capabilities to every client challenge.