Complaint Management : Customers OrSuppliers
Complaint management is an important element in the continuous improvement of service quality. Customer expectations and commitments to customers and partners are all elements that set the quality standards customers and partners are entitled to expect.
Our solution aligns with and adapts to your internal processes, letting you manage and track your complaints end to end.
Maintain an optimal relationship with your customers
Solution features and characteristics:
- Dashboard
- User management
- Role and permission management
- Group management
- Access privilege management
- Management of urgency levels
- Management of criticality
- Management of priorities
- Management of complaint categories/families and subcategories/subfamilies
- Management of service levels
- Management of SLA (Internal and External)
- Management of Sites / or Branches / or Stores ...
- Complaint center
- Automatic letter generation response type according to the progress stage.
- Management of comments and exchanges
- Automatic, smart routing thecomplaints
- Management of complaints by due date
- Management of templates
- Notification management Emails:
- Notification management SMS
- Automatic conversion of HTML emails to text to improve searches
- Public interface for submitting complaints without authentication
- Complaint submission interface from mobile devices
- Access privilege management
- Traceability and log management
- Customer and/or Supplier Satisfaction
- Statistics
- BI & Reporting
API for connecting with other systems
Benefits:
- Choice of SaaS or On-premise
- Security of your data
- Guaranteed high availability 99.9%, 7 days a week
- Training and skills transfer
- Configuration and setup
- Support and change management
- Warranty
- Support
Complaint handling cycle
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Usage and licensing models for the solution
