Web Based Complaint Management System
Complaint Management System CMS is a set of integrated tools, optimized to meet efficient handling of complaints, and automate processes like registering new complaints, managing existing complaints, automatic escalation of unresolved complaints, managing complaint statuses, performing number of consumer inquiries, handling of complaints by respective persons/departments and producing informative MIS. It allows all team members to work in a collaborative manner.
CMS is an integrated system, well documented, and based on Client / Server and Relational Database technology. Its Disaster Recovery module ensures System Availability.
CMS is protected from unauthorized system access by its User Management Module. Its Logging facility ensures complete management control over its usage. This ensures that the system is used to meet its purpose.
This modular systemis based on well-defined framework consisting of five main modules named Public Interface, Complaint Handling, MIS, User Management and Disaster Recovery.
Top Reasons for Using CMS
- Ensures Users/Complainer Satisfaction
- Ensures Information Accuracy
- Timely Reporting to Stake Holders
- Ensures Data Security
- Accurate Performance Monitoring
- Managed by Management
- Ensures Continuous Availability
- Developers’ Commitment
The goals mentioned above influence the tasks and as a result the complaint management procedures as well.
Simplify complaints: So that unsatisfied customers turn to you first instead of venting their dissatisfaction on social networks, you should offer the opportunity for feedback in the simplest way possible. Only when the customer’s justified criticism is first reported to you can you make use of the complaint in a positive way.
Ensure that the initial contact is positive: The customer is supposed to feel that they are in good hands when they submit their complaint. To achieve this, specially trained personnel must accept the criticism and make the unsatisfied customer feel that their opinion is important.
Clearly design the process: It must be clear which feedback will be forwarded to which departments. This is why the task of complaint management is to create structures and clarify responsibilities.
Carry out direct actions: Many responses if anything concerns long-term quality assurance.
However, one should also initiate some actions immediately and directly after contact with the customer.
Whether a price discount or product exchange is appropriate depends on the individual case. However, what the different options are (if any) should already be determined beforehand.
On the other hand, a submitted complaint should also have a long-term effect on the company’s processes, as it is only in this way that performance quality can be improved sustainably.
Analyze feedback: Customer complaints don’t follow any standardized form. For this reason, all input must be evaluated with respect to content and the customer’s intention. This is in order to be able to recognize patterns, set priorities and implement measures.
Audit management: Even complaint management itself must be audited regularly so that no negative procedures creep in. Furthermore, audits can unveil potential ways for you to optimize processes.
Issue reports: Reports based on audits provide decision-makers with important indicators. These can form the basis for initiating changes.
Use of collected information: Conclusions can often be drawn from the data collected by complaint management. Information acquired by complaint management often provides points of reference for quality assurance and can later contribute to improvements in production and service performance.