Complaint Management
Overview
Complaint management is increasingly taken more seriously. Many enterprises recognise the importance of an active complaint management system to acquire long-term customers. TurnFriendly changes a purecomplaint management system into a marketing and distribution platform which leads as a central and integrated demand management system to the attachment of customers and high-class increase. The solution should cope with complex claims, whether it is about complaint management systems, complaint management software or complaint management tools. TurnFriendly supports the illustration of individual requirements for complaint management by software of the newest generation.
This screenshot indicates a file overview. Open processes are relocated automatically to the competent authority by allocation rules. Many different views are at your disposal.
Individual, web-based Complaint Management System
A complaint accepts several complaint cases and can be classified with freely definable grounds of complaint. Corporate-specific complaint cases and their treatment can be defined arbitrarily. Web-based means, that TurnFriendly runs completley in a browser. No software has to be installed at the workplace. TurnFriendly contains an entire complaint management module which is on the newest state of technology.
The complaint file, how it is shown in the accompanying screenshot, claims all contacts, documents and reports which belong to a complaint case. You can renounce paper due to the electronic complaint file.
Complaint Adoption
Complaints are gathered directly by telephone calls or by the adaption of complaints in written form. Mail servers are bound when required to select detailed emails from post-office boxes. A special function to addapt complaints online can be taken up in the website of the enterprise.
Complaint Letter / Document Management
TurnFrienldy offers additionally a scan process which scansuser-defined documents and distributes them to electronic post-office boxes.The competent authority can be calculated automatically and the document immediately executed.
Categorization of Complaints
To afford that every complaint case can be treated individually, complaint categorizations and their grounds are set specifically for your enterprise. These settings are changeable at any time. Levels can beset arbitrarly to categorize complaint cases.
This screenshot indicates an example how complaints can be categorized in the branch of tourism. Fields are faded in the capture mask arbitrarily to deliver an entire picture of the complaint case.
Complaint Objects
Several single complaint cases can be collected as so called complaint objects within a complaint. Complaint objects can refer to products or to the service quality. Every complaint case is treated and processed individually by the WorkflowEngine.
Measure Management
Measures are actions, initiated by the WorkflowEngine to process complaints. Employees or departments are included in the process to deliver a quick investigation of the complaint. Processes are released by grounds of complaint.
This screenshot shows how any measures are defined. Responsibilities, target times and email-allerts are set comfortably and come into operation. Workflows can be illustrated beyond the borders of an enterprise, therefore, TurnFriendly can be pursued on the internet.
Complaint Management / Working Baskets
The automatical evaluation of responsibilities allocates open complaints into personal working lists of every employee. This provides an intelligent allocation of information in next to no time.(skill-based routing)
Complaint Documents
Arbitrary documents can be suspended to a complaint. Therefore the distribution of necessary documents is no more a problem.Optionally the solution of enlarged document management with an integrated scan process can be used.
Complaint File
The complaint file clips all information which is necessary for the treatment of a complaint. An entire document and contact history makes the treatment easier. Word, Excel, images or any other existing documents can be loaded optionally into the file.
Integration / Interface Mangement
TurnFriendly disposes of a bidirectional integration mechanism which loads required data from the ERP-system and archives it into the complaint files. It is also possible to archive information into the ERP-system, e.g. credit vouchers or regressentries.
