Complaints Management Software
Many factors influence how organizations manage complaints. Higher expectations from customers direct this cause and is an important motivating factor. Another is regulatory demands and quality assurance. These factors have led to the integration of complaints management software into a growing number of organizations.
Complaints management software is used to manage complaints received from customers and associated partners. The purpose of it is to track every communication, action and outcome relating to the complaint into one central area. This means that all complaints are captured and that none are lost. Its important that each and every complaint is handled in a consistent manner throughout the interaction cycle in real time. The software enables staff to have all records at their disposal whenever a customer communicates with them.
Complaints management software enables an automated workflow throughout the organization ensuring that actions are assigned to relevant parties both internal and external. This enables root causes and solutions to be indentified and implemented.
The software enables reporting, statistics and charting so that ongoing trends and results are continually available and that continuous improvement is at the heart of the business. Management decisions can thus be made quickly and accurately.
Corrective action tracking is often an integral segment of complaints management software. This part of the quality management system is aimed at structured continuous improvement throughout the organization.
All businesses have the goal of developing both customer satisfaction and customer loyalty. This is why it’s essential that complaints management software is integrated into the business and that the processes and procedures are in place to support the software. This ensures that all complaints are analyzed and measured.
In the day to day running of a business complaints are often viewed as an interruption or have a negative connotation. The truth is that every complaint is an opportunity. An opportunity to improve processes, reduce errors, improve quality, improve relationships and develop future business potential.
Contact Lynk Software to discuss how Everest can be used to fulfill your complaint management software requirements.