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Customer Care Module

The Customer Care module gives you the ability to record and track customer related issues - whether internal or external to ensure complete customer satisfaction. Read some of the key features at a glance below...

General

Offers an easy and systematic way of logging and tracking customer complaints.
A comprehensive history log for each complaint means that it is possible to give customers an up to the minute picture of exactly how their complaint is progressing and what action(s), if any, are being taken - and by whom.
For simple complaint recording without invoking workflow procedures a Quick Complaint Wizard allows the reporting, actioning and completion of a complaint in one easy dialog.
User defined analysis categories can be set up for customers, contacts and/or complaints.

Assessing Complaints

On-line assessment of complaints to provide ownership and assign tasks.
Severity levels for complaints are user defined, allowing you to rank complaints in terms of their seriousness. Each severity level must be given a unique weighting on a scale from 1-100.

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.
Response bands allow automatic escalation to next level of personnel if no action is taken within the specified period.

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.
Business Rules allow statements of who needs to be informed a given event occurs, e.g. 'Inform the Sales Director of any complaint arising in her department that involves a new product'. Although optional, the use of Business Rules can largely automate the notification of complaints to the relevant people.