20030315
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Customer Complaints Package Overview |
20030315 |
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CUSTOMER COMPLAINTS SYSTEM (STD, PROF, TEAM & CORPORATE versions) |
BENEFITS
( System pays for itself in a few months ) £ Cost Savings through earlier identification of problem areas before they get out of hand £ Cost Savings through identifying supply chain problems: products, staff, suppliers, hauliers etc £ Cost Savings through not repeating mistakes so reducing cost of returns, refunds and rework £ Cost Savings through reducing litigation £ Cost Savings through faster, more efficient handling of complaint entry, tracking and access £ Cost Savings through more efficient turnaround of each complaint £ Increase Revenue through higher quality of product and service, boosting reputation & increasing business £ Increase Revenue through higher quality of product and service increasing repeat business and referals £ Increase Revenue through better customer retention by timely / equitable resolution of complaints £ Increase Revenue through improved marketing from clearer understanding of customer needs £ Improved Management Decisions by internal source of complaints by dept. team. person £ Improved Management Decisions by budgeting and monitoring costs of complaints + Intangible benefits you will be able to clearly show how and where you have improved. + Intangible benefits monitor improvement progress, costs and results + Intangible benefits major customers prefer you to have a customer complaint system. |
What does it do This is a large and rigorously designed system. XGL's customer complaints system will easily handle your customer complaints and enquiries, analyse them to identify recurring issues and set-up, track and cost your improvement plans. The complaint is logged by an operator with minimum data entry and easy selection of product, service, reasons, etc.filling out all the relevent information supplied by the caller/customer. Log every phone call, letter, fax, email with date, time and details of the communication. External links can also be made to scanned letters and faxes and emails, doc files etc. A diary of ToDo tasks. is available, shown by customer or operator, so you never need forget to call the customer or send that important letter. Persistent reminders list ToDo's, Complaints, Follow-up Actions by customer or operator. And items remain on the list until they are signed off. Automatic reply letters and returns notes are produced by the system accurately showing all relevant details of the complaint. The Reason Analyses ( the real upside of complaints handling ), identify the problem areas highlighted by your complaints giving you the opportunity to improve products, services and the organisation. There is a wide range of reports for different management levels and for different purposes. There is no limit to the number of reason-types you can analyse. Supervisor access shows complaints and tasks for all members of the team and allows complaints to be reassigned between operators. Manager access shows the 'Big Picture' and in the Enterprise version shows all teams under the manager and all other managers as well across the entire enterprise. Over 100 management analysis reports
The Late Analyses highlight complaints or To Do's or Actions you've failed to resolve by your target date by listed department and operator. Complaints by Product Category powerful breakdown of categorised products say fro retail: chilled products, healthy eating, electrical, or for a different industry say: adhesives, aerosol paints, washers etc. There is no limit to the categories you can have. Performance Analyses identify how your performing in terms of throughput and also in terms of customer satisfacting rating Other Analysis give you complaints by supplier, point of sale, warehouse, haulier, operator, department, priority, target date, product, type of product, value, cost....and more Business Improvement Actions can be set-up with targets, assigned team, costs etc and progressed and monitored as a project to ensure changes are implemented. Hypertext Operator Scripts and Guidelines can be set up giving your operators online access to help, product information, new developments and the latest company policy Customer Satisfaction Survey and complaint completion / signoff information is recorded in the system to enable you to monitor whether your improving and also to fill-in the closing status of the complaint The system is designed for ease of use and is an excellent management tool. It provides a wealth of both detailed and executive analysis, queries, graphs and reports. The system offers seperate modules for operators and supervisors and managers. Click for full information about the COMPLAINTS SYSTEM 
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