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Discover which features of TurnFriendly help you
solve your customer complaints faster.

Download the full feature list and learn more about TurnFriendly:  

Download Feature List

Case management

Case management

With TurnFriendly you can handle all customer concerns from receipt to answer in one system. System discontinuity is avoided, waiting times are eliminated and processing time is reduced. Promised.
  • Complaints
  • Praise / ideas
  • Internal service processes
  • 1-Click notices
  • Multilevel categorization trees
  • Checklists for fast entry
  • Extension through self-defined coverage fields
  • Fast entry / Popular topics
  • Refunds according to competence profiles
  • Cause
  • Regresses
  • Answer e-mail and letters with context-based text modules
  • Multistage Service-Level
  • File upload
  • Standard attachments
  • Copy function
  • Delegation function
  • Redirects
  • Resubmission
  • Note function
  • Contact detection
  • History
  • Traffic lights function
  • Ticket mode
  • File-based organization
  • Own status definitions
People management

People management

Customer master data is created via interfaces to your back-end systems. This avoids manual steps and saves valuable processing time.
  • Master data management of all business partners of a company (customers, prospects, suppliers, external partners)
  • Customer segmentation
  • VIP-Flags
  • Contact history / Timeline
  • Customer journey of all cases
  • Address management
  • Communication information
  • Primary communication channels
  • Capture of notes and telephone conversations
  • Discussion guidelines
  • Surveys
  • Network relations between partners
  • Extension by self-definable partner features
Mass processing

Mass processing

If you have many complaints about a topic, bulk editing is extremely helpful. Cases are generated and no longer recorded individually. Personalized emails / letters are generated for hundreds and thousands of customers at once. Even interactive offers – e.g. for changes in tourism – generated so you save tons of time.
  • Management of service changes (flight and product) before and during the journey
  • Quick search for affected services (reservations) and order creation
  • Creation and delivery of mass information to travel agencies and customers
  • Creation of web-based offers with digital acceptance functions
  • Crisis management
  • Invoice generation to service providers with interfaces to accounting
Task management

Task management

A large number of tasks must be dealt with when dealing with customer concerns. This task management is done by TurnFriendly. Web-based workflows are started on demand and monitored with a traffic light system.
  • Web-based workflows with e-mail links to tasks for external users
  • Configuration of multilingual tasks without programming
  • Task management also for internal users who are processed via To-do lists
  • Any comments, research and corrective actions
  • Checklists for structured fast entry
  • Determination of lead times
  • Traffic light function:
    Calculation of completion-time
  • Task indicator
  • Reminders
  • File upload
  • Extension of the entry forms by self-defined fields
Input management

Input management

To keep everything in order, e-mails, letters and pictures are stored in integrated document management. We also accept incoming documents via web services for fast and smooth operation.
  • E-mail server (read any mailbox)
  • Content recognition of customers and concerns
  • scanned documents
  • File upload
  • Inbound web service for documents
  • 1-Click-input decisions
Answer creation

Answer creation

With text modules, placeholders, letter and e-mail templates, you can quickly create the right answers for your customers. One system, many answer options.
  • Central, context-based text modules
  • Placeholder
  • Word and e-mail templates in corporate design
  • E-mail Editor
  • Support for Microsoft Word
  • Server-side PDF creation
  • Audit proof
  • 4-eye principle / release function
  • Facsimile / watermark
  • Mass information
Refunds and reimbursements

Refunds and reimbursements

If the customer should receive a refund, then this is controlled in interaction with your accounting. Interfaces and system-based expertise ensure that everything runs smoothly. Charges on service providers are multicurrency and multilingual, so you do not waste any money.
  • Checks and SEPA transfers
  • Competence profiles
  • 4-eye principle / release functions / collective releases
  • Multiple currencies
  • Payments to creditors (regress)
  • Billing
  • Interface to accounting (SAP and others)
  • Calculation of refunds according to legal requirements
To-do lists

To-do lists

Users receive customer requests for processing in clear to-do lists either automatically via the distribution mechanism “skills-based routing“ or through manual assignment by a “dispatcher“.
  • Sortable
  • Filterable
  • Authorization relevant
  • Traffic light function
  • Info function for changes (notification)
  • Resubmissions
  • Storage of several user-specific filters
Knowledge base

Knowledge base

With TurnFriendly you manage internal and external knowledge documents, which we display thematically in the context of complaint processing. That's why we also like to call our Knowledge Base Active Solution Center, because you can actively view knowledge without having to search.
  • Active knowledge management / automatic display of relevant knowledge documents
  • Context-based knowledge documents for proposed solutions Procedural instructions
  • Categorization trees
  • Product and product group reference
  • Versioning
  • Link to external knowledge documents / intranet
  • Pictures / attachments
  • HTML editor
Authorization concept

Authorization concept

We ensure that your users can only see the data for which they are authorized. Revision security is ensured with TurnFriendly.
  • Assigning individual authorizations for reading, changing and user approval of individual functions
  • Central administration of user profiles
  • Authorization for individual data views / clients
  • Reimbursement and competence profiles
  • Individual report permissions
  • Organizational trees / cost centers
  • Skills for routing of operations
  • Single Sign-on
  • LDAP
Dashboards

Dashboards

If you need a quick overview of current processing times and open processes, we will show you this graphically in real time.
  • Management cockpit for process control and monitoring of open transactions
  • Team charts
  • Statistics charts
  • Year comparisons
  • Lead times
  • Backlog
Reporting

Reporting

The supreme discipline is the exact analysis of your complaints and complaints.
  • Customer, product and process reporting
  • Over 60 online reports
  • Complaint and problem frequencies
  • Product group and product analyzes
  • Branch and business area reporting
  • Download with filter functions directly in Excel
  • Determination of complaint rates
  • Calculation of lead times
  • Cost reporting
  • Evaluation of checklists and surveys
  • Special industry reports for tour operators (hotel and destination statistics)
Portals

Portals

Easily capture customer complaints on tablets and smartphones. TurnFriendly portals are intuitive, can be customized by yourself. Practical and fast.
  • Intuitive use
  • Suitable for mobile devices
  • Fast request acceptance and disclosure
  • Automatic creation of users
  • Saves training effort
  • No more e-mail forms
Enterprise Feedback Management

Enterprise Feedback Management

With TurnFriendly, you get integrated feedback management that complements the customer’s digital customer journey. All feedback is important, not just complaints.
  • Create your own web-based questionnaires
  • Follow-up questions due to given answers
  • Embed images
  • Dynamic fields definable on the answer level
  • Questionnaires can be defined in multiple languages
  • Evaluation directly in TurnFriendly
  • Include questionnaires in emails and websites
  • Automatic triggering of processes with predefined answers
Integration

Integration

To ensure efficient processes, TurnFriendly integrates into existing system landscapes via a large number of input and output interfaces.

Input

  • Mailserver (Exchange / Lotus Notes)
  • LDAP
  • Document Management / Archives
  • Customer master data
  • HR systems
  • Article and product groups
  • Tourist reservation systems
  • Document Input Web Services
  • Connectors to banking and inventory systems
  • Exchange rates
  • Uploads of arbitrary files (formats and sizes can be limited)
  • Telephony (CTI)
  • Smart Input Connector (e.g. contact forms)

Output

  • SAP-FAKT (credits / invoices)
  • BaFin-Webservices (AnsFuG)
  • CSV and Excel exports
  • Datawarehouse
  • MS Word
  • E-mail

The system architecture is critical to the scalability, performance and robustness of a complex software system

Web-based Multilingual Client capability
Scalable JEE compliant SaaS or On-premise
Multi-currency capability Modular Industry-specific
Audit proof Privacy compliant Configurable without programming

Download the full feature list and learn more about TurnFriendly:  

Download Feature List




Over 30.000+ users trust TurnFriendly

For more than 20 years, we have been developing software for customer experience management. Learn more about our clients

Complaint Management Software

TurnFriendly is one of the leading systems for complaint management.

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