- Do we know the turn-around time we take to close a customer complaint?
- Do we have a mechanism in place to attribute customer complaint to different department?
- How do we enhance our process based on the root-causes identified from various customer complaints?
- How do we keep our customers informed about the action we take on their complaints?
Every organization gives prime importance to their customer complaints. Complaints not only shows one or more process failures but also gives an opportunity to the organization to further improve in their process to enhance the end product.
Its very important for the organization have a systematic process in place to accept complaints and work on them. The tool provides a complete solution starting from accepting a complain, classifying in for various departments, doing root cause analysis and eventually getting a final outcome.
- Pre-defined interval based escalations for non-activity on a complaint.
- Status report for various customer complaints.
- Flexibility to define users who need to work on the complaints.
- Customized reports to get data based on ‘Nature of Complaints’, ‘Complaints received for a department’, ‘Time take to resolve a complaint’ and many more.
- Various Trend reports.
- Collaboration between different departments to resolve complaints.
- Quicker Turn-around time achieve because of the in-built interval based escalation mechanism.
- Centralized complaints and root-cause analysis repository can be utilized in enhancing existing processes.
- Customer is always kept informed.
- Management would always have visibility about the type of complaints and their current status.
- Achieve better end-product by fine-tuning our internal processes.
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