Feedback & Complaint Management System is an advanced PC based system developed for the Windows environment. This new system provides both Windows desktop and browser interfaces. It has been extensively tested with a variety of databases including Oracle and Microsoft SQL Server.
Feedback is designed to track complaints from registration/call logs through complaint investigation, including product testing where applicable, and finally to create the final report.
Our Customer Feedback & Complaint Management System provides you with many advantages compared to other systems available in the market. It simplifies management tasks by tracking all customer complaints and queries. Not only that, it also identifies time-wasters using the frequent complainer checks while enhancing traceability and accountability by auditing all actions.
Furthermore, with our recording system, it eliminates errors by allocating a unique identifier to each complaint/query, and provides you with immediate feedback on progress with complaint/query using the status features. Automatic report generations such as acknowledgement letters will save you lots of time. And since everything is recorded in the database, our feedback management system will provide you with comprehensive data to the customer by tracking product testing when needed to verify complaint, query and/or complaint investigations.
An incoming complaint is registered and automatically allocated a sequential and unique reference number. Many details of the complaint can be entered including customer name/ address details, product involved, where purchased, nature of complaint and whether a sample of the alleged faulty product is to be submitted.
An automatic search can be performed to check that the originator of the complaint is not a frequent complainer. An immediate acknowledgement can be created using a linked word processing package in which a number of standard letters are stored. The link is created by placing a button on the complaint registration screen which opens the word processor. Similar links can be made to other packages such as image capturing software which will allow a photograph of the faulty product, for example, to be linked to the relevant complaint.
With our built-in dashboard, you can generate statistical graphs to help you quickly process and analysed your data for example to calculate your Average turnaround time and monthly calls logged.
On top of the above amazing features, we can also provide you with customized reports such as Customer Response Analysis, Complaint Summaries, Customer Lists and outstanding complaints. Statistical Processing and trend analysis can be added using a linked spread-sheet package such as Excel. Other reports can be added using the optional Crystal Reports Professional report generator.
And of course, Feedback is fully configurable to allow exact matching with user requirements. Configuration includes screen designs, menu designs, terminology and list definitions.
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