Customer Experience Management
Software for banking and insurance

TurnFriendly Financials is the perfect solution for banks, insurance companies and other financial service providers. Manage queries, complaints, reclaims and other concerns with a CEM software, which is easy to integrate into your systems.

TurnFriendly Financials

TurnFriendly Financials

TurnFriendly is used for branch and direct banks and covers the specific requirements completely. The usual functions and interfaces form the basis for company-wide use in banks as a customer service management system or exclusively as Complaint Management Software.

Company-wide application possibilities

Issues, such as complaints from customers or supervisory authorities, can be dealt with either centrally or decentrally, and distributed through the intelligent process distribution (module Skill-based Routing) across the Company. TurnFriendly uses existing branch structures, account and customer number logics and thinks like a bank core system. Data exchange with banking systems creates integrated service processes.

Employee and Complaint Register (AnsFuG)

Banks are obliged to create statistics and reports for the supervisory authorities. Since the end of 2012, the German Federal Financial Supervisory Authority (Bundesanstalt für Finanzdienstleistungsaufsicht, BaFin) demands that investment advisors and advice-related complaints pursuant to section 34d WpHG have to be reported. TurnFriendly has implemented this reporting process with special AnsFuG components and automatically generates message data for employees and complaints.

Integration into banking systems

Seamless and therefore easy and efficient integration into existing banking systems. Among its other features TurnFriendly has standard interfaces with SAP and adaptors for easy connection to proprietary interfaces. Several customer master data systems can be connected in parallel at the same time. This functionality supports migration and solves the problem of integrating heterogeneous ERP systems.

Service portals for banking sales

TurnFriendly provides company-specific service portals for accepting and retrieving information for all types of customer concerns. TurnFriendly then directly records the data recorded on a portal. What distinguishes our portals is their intuitive operation. Customer advisers can competently provide information on processing status.

Complaints-handling for the insurance sector

In accordance with the collective decree dated 20 September 2013 (reference number: VA 43-I 2512-2013/0007), insurance undertakings are to establish a complaints management function which enables complaints to be investigated fairly and in a legally correct manner and potential conflicts of interest to be identified, avoided or managed as well as possible.

Key benefits

Efficient customer service processes
are guaranteed

Banking model

  • Banking products / accounts
  • Meets regulatory requirements
  • DSGVO / Security / Audit

Work in one system

  • Everyone knows their way around
  • Full documentation
  • You will be much faster

Complaint management

  • Efficient input management
  • Fast processing with compliance to standards
  • Complete documentation of all cases

Specific workflows

  • Statements
  • Release processes for reimbursements
    and reply letters
  • ToDo lists, resubmissions, traffic light
    function, reports

User Stories

What is TurnFriendly good for?

As complaint manager I can completely handle all complaints in a system with Turn Friendly .
As a Customer Service Manager, I receive all customer requests in a ToDo list adapted to my skills.
As team lead, I now use a dashboard, which gives me an overview of all open processes.

10+ years experience in the banking sector

These companies use TurnFriendly for positive customer experience
in the banking sector. Learn more

TurnFriendly helps us to organize the handling of customer complaints.
We are able to meet the regulatory requirements for complaint processing in banks.
This saves time and resources.
Stefan Bach Stefan Bach
Business Expert
Commerzbank AG

All the Features
you will need

Discover which features of TurnFriendly help you solve your customer complaints faster.


Contact us!

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