The need
The quality department had to process several thousand customer complaints that were received in different formats from the consumer or sales departments. It first had to record them in a homogeneous format, then ensure their follow-up by setting up appropriate corrective actions with the sites and actors concerned.
Even if the process was under control, it was time-consuming to handle and did not offer relevant indicators for analysis and improvement, since everything was managed via Excel files and email reminders. The team in charge of customer complaints was losing precious time to follow the process, follow up with the concerned actors and collect and build indicators and dashboards before each management review.
The solution
Thanks to the software Quality Managersoftware, the registration and follow-up of customer complaints have been completely optimized. An electronic form allows all the departments concerned to enter all the relevant information quickly and in a single, uniform format.
Customer complaint forms are then automatically routed to the quality department, which, after diagnosis, can associate corrective action plans with them and directly notify the parties concerned via e-mail. Progress monitoring views sorted by site, date, file, actor, allow you to follow the processing of files at any time and to know by whom? when? and how? each complaint is processed.
The return on investment
In addition to the obvious savings in data entry and processing time, the various parties involved now have full visibility of the customer complaint management process.
The quality department now has relevant indicators in real time to analyze the quality of products and services and, if necessary, take corrective and preventive action.
Ready to choose your claims tracking tool?
There are different solutions on the market today to automate and streamline the processing of customer complaints with different features and approaches.
It is therefore important when making your choice, to take into account the following criteria:
- Choose a rich and open solution that supports a wide variety of processes and business rules and can easily interface with your existing IT systems: ERP, CRM and DBMS.
- Choose software that is accessible to operational staff allowing them to reconfigure their application: forms, workflows, business rules, etc., without having to go through heavy and expensive development each time.
- Do not forget the user interface and the ergonomics of the application. Your users should be able to use it after a one-hour training, or even a simple online training.
Our clients testify
What seduced the users and myself, are the modernity of the interface and the functional richness of Avanteam solutions.
With Avanteam Process Studio, we have already automated around ten value-added business workflows for the company.
We chose Avanteam for the speed of implementation and the ability to customize the solution independently.
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