Customer Complaints
Managing Customer Dis-satisfaction (Complaints) Level is Top Management’s prime objective. It is only with satisfied Customers that Business results are delivered.
QMSrs Customer complaints management tool allows organisation to manage complaints in an efficient and effective Manner. Electronic management offers speedy, on line reporting and drill down to any level with online editing of complaints.
Performance metrics are also automatically generated the minute and displayed without any manual interference.
QMSrs Provides valuable data on customer dis-satisfaction based on direct customer feedback and taking into account expressed dissatisfaction.
QMSrs offers tools for Capturing, Recording, management, tracking, analysis and reporting of Customer complaints all the way up to senior management level on line.
Value to Customer Business:
- Trend Analysis of complete history of Customer Complaints performance.
- Live interaction with Customer on line.
- Live interaction with appropriate staff on line.
- Centralised Data Repository of Customer Complaints.
- Online Customer reporting of complaints.
- Routing of information, actions or tasks to the appropriate person or department automatically.
- Full record keeping of all history on line.
- Catgorisation of Severity, Type, Root Cause and more.
- Automatic reference to appropriate processes and work instructions.
- Tracking an d escalation of overdue actions.
- Automatic follow up with action owners.