Complaint Management
Ensure a consistent customer experience across all channels and the efficiency of the service provided.
CRM PFS (Customer Relationship Management) - Request & Complaint Management, is a solution that supports organisations in automating and systematising the process of dealing with customer interactions, thus leading to customer satisfaction and retention. The solution was developed with Microsoft Dynamics CRM.
Automated Ticket Routing
Depending on the type of issue, the system forwards it to a user or group of users. Issues can also be redirected manually.
Issues and Complaints Registration
Issues and complaints registration through various entry channels: e-mail, phone call, customer portal, face to face or IVR.
Automated Cataloguing: Type of Issue/Complaint
Depending on the entry channel, the CRM will automatically catalogue the issue, recognising key words and generating a ticket.
Automated Customer Response
Once the ticket has been created, the system sends a message to the customer acknowledging receipt and processing of their issue.
SLA’s
Service levels may be defined for the various phases of the ticket handling process.
Reporting
Dashboards and monitoring reports for daily and strategic activities customised according to the user's function.
Advantages
Customer Retention
Increased efficiency in customer service.
Productivity
Optimisation of the organisation's processes, consolidating the continuous improvement process.
Cost Reduction
Easy to implement solution with reduced time-to-market.
Adaptable to the Culture
Flexible and customisable solution that enables the implementation of new functionalities in accordance with the needs.