Complaints, praise and encouragement
The complaint management module provides proof of, and controls, all activities the company undertakes in order to operate a successful complaint management system and maximise customer satisfaction.
The complaint management system includes praise and encouragement based on a customer-oriented approach.
One system for all handling channels
Using eControl, the channel for handling a complaint can be determined in the manner required based on your workflow. The complaints department, or the complaints department and a specialist department jointly can take responsibility for documenting, handling and clearing up a complaint. Alternatively, eControl offers the option of delegating responsibility for a complaint and the handling thereof to specific specialist departments.
Central or decentralised handling of complaints
eControl facilitates both the uniform handling of all complaints by a central complaints office and also decentralised handling by the various departments receiving complaints.
Task made easier through the use of personalised form letters
Complaint management is communication-intensive and therefore labour-intensive in that the customer or complainant needs to be informed of the facts and the procedural steps to be taken. eControl simplifies that work by emailing and archiving personalised form letters.
Statistics and key indicators
The complaint management module contains many complaint-specific analyses. Hierarchical master data for grounds for complaints and complaint areas allow the rapid detection of key handling aspects.