Customer Care

The Customer Care module is designed to ensure that, whenever a customer contacts your organisation, the resulting actions are responsive, timely and efficient. It works as an effective module on its own, but is also an important part of the integrated system produced by Workbench to help companies achieve total quality management control.

The Workbench Customer Care module is explicitly directed toward those companies who are committed to first class customer service and complaint resolution. The module can be used to record information as part of an ISO 9000 or similar system for complaint tracking and resolution, or as the hub of a time critical customer support or service desk. The automated task generation and escalation routines will ensure that customers receive the best in service at all times, even if key members of staff are absent.

Benefits

Excellent levels of service bring high levels of customer confidence - and repeat business.
Customer retention is assured with close attention to after-sales customer care.
Enable meticulous attention to detail and customer satisfaction to become paramount business objectives.
Track your marketing efforts. Record positive customer responses as well as deal with problems.
Keep a close eye on business issues. Complaints can sometimes reveal under-lying business processing problems; early identification of these trends can be invaluable.
Monitor and report on the cost of dealing with customer problems.

Module Features

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A comprehensive history log for each complaint means that customers are given an up-to-the-minute picture of exactly how their complaint is progressing, what action(s), if any, are being taken and by whom.
For simple complaint recording without invoking workflow features a Quick Complaint Wizard allows the reporting, actioning and completion of a complaint in one easy dialog.
On-line assessment of complaints can provide ownership and assign tasks.
Severity levels for complaints are user-defined, allowing you to rank complaints in terms of seriousness.
Actions must be undertaken by the appropriate person before the complaint can be signed off.
The module generates Business Rules, used to define which members of personnel are to be informed and who must take action when a complaint is reported and at key stages in its progress.
Response bands allow automatic escalation to a new level of personnel if no action is taken within the specified period.

Corrective Actions and Escalation

Any number of corrective actions for each complaint. User defined classification and sign off routines.
Business Rules and/or Event Timing may be applied to the whole complaint procedure; these features automate messaging and the timing of responses.

Tasks and Notifications

The module supports a powerful messaging system, constantly updated, that shows each user when they have Notifications and/or Tasks waiting to be read or actioned.
Tasks can be prioritised by actionee.
Business Rules may be applied to the whole complaint procedure; these features automate messaging and the timing of responses to a complaint.