Complaints
The complaints module allows service issues and complaints from your customer to be logged and tracked though to resolution.
A complaint can have one or multiple issues recorded against it which can be assigned to an owner to resolve and is managed though the use of statuses in order to track the progress of the complaint.
Workflow has also been integrated into complaints. Taking advantage of the automated workflow process will trigger reminders to internal users to follow up with customers at an agreed time.
Business Benefits
Below we suggest benefits that may be realised using this module. These are Cost Savings, Business Growth Opportunity and Risk Mitigation:
Savings
Provides transparency to the business of issues relating to the customer and individual contracts
Growth
Centralised point for the management for all complaints related to a contract
Improved customer service with automated follow up reminders
Provides transparency to the business of issues relating to the customer and individual contracts
Mitigation
Centralised point for the management for all complaints related to a contract
Provides transparency to the business of issues relating to the customer and individual contracts