This global food company, dealing with hundreds of retailers and thousands of consumers has uses an integrated customer claim follow-up to ensure customer satisfaction and staff collaboration.

This company had to enter, assess and follow-up hundreds of customers claims by day without any central and integrated electronic system. Customer's claims arrived to the central quality department from sales, helpdesk and customer service departments in three different formats (paper, email, excel sheet). Central quality had then to re-enter them in a common paper form before analyzing and distributing the required corrective actions to the appropriate people on different geographical sites. Unless to say that logging, distributing and tracking these claims, was a hectic task and required many manual and administrative tasks. Management hadn't relevant indicators about customer services in order to take any improvement action.

The Solution

Process Studio was used to automate and manage the entire customer-claim entry and tracking process. All customers' claims are now registered in a central database with a uniform electronic form. They are automatically routed to the appropriate quality manager who can create and distribute in seconds the required corrective actions. People who must take these actions are then notified in real-time by e-mail. Quality managers can at any time follow-up the status of all on-going actions and get relevant indicators about customer service performance.

Benefits Increased customer satisfaction Save of time by reducing paper work and paper flow Continuous process improvement through integrated indicators

Key Features Central customer follow-up repository Dynamic workflow supporting business roles and rules 100% web enabled application

Process Studio captures customer claims data through a web portal so that front office and sales people provide direct and accurate input. All claims are assessed by a set of business rules and priorities and are routed automatically to the appropriate processing teams.

By automating time-consuming tasks and giving managers relevant information about activities, Process Studio helps them to be more focused on customers.