Complaint Management System
The complaints management system is a solution that enables firms and organizations to manage and track each and every complaint, initiating from call registration, to call forwarding, investigation, reporting, Feedback and closure, to make sure the complete process increases the client customer satisfaction and retention through improved staff responsiveness.
The organisations today are automating their paper-based complaint management systems with E-CMS i.e. customer complaints management software to manage the clumsy process in a more effective way.
The Software is designed to organize the complaints of the customers. This Software is to register the complaints of the consumer and to process them by following some steps. The complaint can be registered through any mode i.e. Phone, E-Mail, Web, Walk-in complaints. There the executive will register the details and the complaint of the customer.
The complaint will be than forwarded to the concerned engineer, which the engineer can track on his login ID. He will print the feedback form with the complete details of the customer. After finishing he call engineer will close that call in software and also add the feedback or reviews. These reviews and feedbacks can be monitored by the admin for the quality purpose. Software provides the complete reporting on the basis of following classification:-
Admin or user can search the Customer data from different – different criteria like :-
- Name of the customer
- Address of the customer
- Customer code
- Phone no. of the customer
Admin or user can search the Complaint data from different – different criteria like :-
- Open calls
- Allocated calls
- Pending Calls
- payment pending for different customers
- engineer wise calls