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Recording Complaints- Provides an easy and methodical method of recording and tracking customer concerns and complaints.
- Each complaint’s history is easily accessible and provides a completely up-to-the-minute status of how a complaint is progressing through your organisation and what actions have been taken, if any.
- Complaints can be recorded by any user but are assessed by a Complaints Administrator before being accepted into the complaints workflow.
- Links into Document Control and allows you to attach key documents to the complaint.
Investigation
- Assign a severity level to the complaint and then choose to either inform other users of the complaint or get them to investigate the root cause.
- The responses to the investigation are interactive and the Complaints Administrator can restart an investigation if the results are felt to be insufficient.
- Record all investigation results, root cause analysis and recommended actions.
Corrective Actions and Escalation
- Assign corrective actions at any time throughout a complaint’s progress.Repeat a corrective action if the results are unsatisfactory.
- Determine who must be informed of a corrective action.
- Automatically escalates the complaint if a response to an event has not been received within a pre-assigned delay.
Tasks and Notifications
- Pre-save email templates for every status level in a complaint’s process.Quickly inform customers of progress at each stage by using the relevant pre-saved template and adding pertinent information.
- Supports an effective messaging system using the inbuilt Tasks module which shows each user when they have tasks that need be actioned.
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Downloads Complaints information sheet
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Downloads