Complaint Handling

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Content
Problem
Solution
Description
Benefits
Technology
Related Information

Problem

The Customer Service quality acquired in our days a major importance for any business, in any vertical market. Today the Customer has access to more information, which allows it to make judgments between products and services. When he is not pleased, he is used to complain. Companies cannot leave to give answers to this orders and complains, under penalty of lose its customers for those who are more focus.

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Solution

The Methodus developed the Complains Processing Solution, to allow a reduced number of operators to manage one high number of orders and/or complains.

 

Using the Complains Processing Solution the main activity of the operator will be the analysis of the orders and/or complains of its line of work, and the Methodus Solution takes care of all Management Regularization Process.

 

It also allows the association of a set of images or documents to a specific order and/or complain; there for, it makes possible the operator to consult on-line all the relevant documentation. If a customer sends a document by fax, this will be automatically introduced in the system and associated to the order or customer complain. The answers to requests and complains can be sent by fax or memo, with or without attached documents.

 

Based in the Methodus most recent technologies and know-how, the Processing Complains Solution was drawn to manage that processes, helping companies to answer on more efficient way to the challenges that faces.

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Description

The Processing Complains Solution is customer oriented. When an user opens an order on its line of work, it not only sees the relative information to the subject that wants to process, but also the set of existing information about the customer who presented the order.

 

These information can hold, all the established previous customer contacts; all the documents changed between the company and the customer and all the orders and complains presented by this customer.

 

The Customer Center philosophy is one of the main purposes of the Complain Solution.

 

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Operational modules

 

The Management Module administrates and configures the System.

With this module the administrator will be able to configure user profiles and privileges, teams and work levels access.

 

The Regularization Module is the main module of the Solution. This module makes orders or complains regularization. Each user will be able to view its list of tasks. These tasks had been automatically placed in accordance with a daily pay-define Workflow and a balanced work allocation algorithm.

 

The Consult and Management Module allows the user to view/review the order and/or complains status, as well evaluate the unit productivity and create management reporting maps.

 

Interfaces Modules

 

This system, developed in an opened architecture, allows the connection with any system.

Benefits

 

·          Improves the customers service;

·          Orders/Complains are processed in a fast and organized way;

·          Provides process management information;

·          Decrease processing errors;

·          Decrease operational costs;

·          Automates tasks;

·          Increase productivity;

·          Allows one better resources management;

·          Allows higher users satisfaction in processing orders/complains;

·          Increase the image of innovation and quality of the company.

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