List of Equiniti MMX Customers
Worthing, BN99 3HH,
United Kingdom
Since 2010, our global team of researchers has been studying Equiniti MMX customers around the world, aggregating massive amounts of data points that form the basis of our forecast assumptions and perhaps the rise and fall of certain vendors and their products on a quarterly basis.
Each quarter our research team identifies companies that have purchased Equiniti MMX for Complaint Management from public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources, including the customer size, industry, location, implementation status, partner involvement, LOB Key Stakeholders and related IT decision-makers contact details.
Companies using Equiniti MMX for Complaint Management include: Lloyds Banking Group, a United Kingdom based Banking and Financial Services organisation with 61228 employees and revenues of $24.18 billion, Equiniti Group, a United Kingdom based Professional Services organisation with 6700 employees and revenues of $615.0 million and many others.
Contact us if you need a completed and verified list of companies using Equiniti MMX, including the breakdown by industry (21 Verticals), Geography (Region, Country, State, City), Company Size (Revenue, Employees, Asset) and related IT Decision Makers, Key Stakeholders, business and technology executives responsible for the software purchases.
The Equiniti MMX customer wins are being incorporated in our Enterprise Applications Buyer Insight and Technographics Customer Database which has over 100 data fields that detail company usage of software systems and their digital transformation initiatives. Apps Run The World wants to become your No. 1 technographic data source!
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| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight |
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Equiniti Group | Professional Services | 6700 | $615M | United Kingdom | Equiniti Group | Equiniti MMX | Complaint Management | 2023 | n/a |
In 2023, Equiniti Group implemented Equiniti MMX, its in-house Complaint Management application. The implementation targeted the Customer Experience Centre in the United Kingdom to streamline how internal customer complaints and regulatory correspondence are handled within customer service and CRM functions. Scope emphasized centralizing case intake, standardizing resolution workflows, and establishing auditable records for complaint lifecycles.
MMX was configured to deliver core complaint case management capabilities, including structured intake, case tracking, escalation routing, and regulatory correspondence tracking. Automation was applied to case assignment and SLA monitoring to enforce resolution workflows and drive consistency across handlers. Reporting and audit features typical of Complaint Management deployments were enabled to support oversight and regulatory responses.
The in-house rollout went live in January 2024 and was operational across Customer Experience Centre teams in the UK. Operational coverage included front-line agents, complaints handlers, and regulatory liaison roles within customer service and CRM. The deployment model was internal, leveraging Equiniti Group operational teams rather than external implementation partners.
Governance changes included centralized oversight of complaint workflows and standardized processes for regulatory correspondence to support consistent handling and auditability. Outcomes reported in Q1 2024 included an average one-day reduction in resolution times and approximately 2,500 complaints successfully resolved during the period. The Equiniti MMX implementation aligns the Complaint Management application with business functions in customer service and CRM, providing a single platform for complaints lifecycle management.
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Lloyds Banking Group | Banking and Financial Services | 61228 | $24.2B | United Kingdom | Equiniti Group | Equiniti MMX | Complaint Management | 2015 | n/a |
In 2015, Lloyds Banking Group deployed Equiniti MMX across its CRM and complaints area in the United Kingdom. Equiniti MMX provided a centralized Complaint Management instance to empower approximately 70,000 frontline staff to record and resolve customer complaints.
The implementation centered on Equiniti MMX enterprise complaints and case management capabilities, configured to support complaint intake, case routing, investigation and closure workflows. The deployment included management information and root cause analysis functionality to consolidate reporting and to enable structured case analytics across the complaints lifecycle.
Operational coverage was focused on the bank's CRM and complaints functions across UK operations, extending MMX as the primary Complaint Management application for customer-facing teams. The program unified previously distributed complaints handling into a single, enterprise-grade platform and standardized complaint recording and escalation processes.
Governance and rollout emphasized analytics driven oversight, with MI and root cause analysis used to inform workflow refinements and governance of complaint resolution. Outcomes reported by the project included resolving approximately 90% of complaints at first contact and approximately a 50% reduction in complaint volumes, reflecting improved first contact resolution and case management efficiency.
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Buyer Intent: Companies Evaluating Equiniti MMX
- EBS d.a.c., a Ireland based Banking and Financial Services organization with 380 Employees
Discover Software Buyers actively Evaluating Enterprise Applications
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