Complaint management system for public transport

Your most dissatisfied customers are those from whom you can learn most.

Bill Gates, ehemaliger CEO von Microsoft
Beschwerde­management­system für den ÖPNV

Complaints enable the customer to express his disappointment and to express expectations. Each complaint contains important information that a company should use as an opportunity to audit and improve existing processes. In this context, it is essential that a complaint is correctly processed and recorded from the time it is submitted to the implementation of measures. It is important that the internal communication between processing departments as well as the external communication with the customer is designed in such a way that an improvement of the service quality is made possible.

Create a pleasant working atmosphere for your customers and employees !

The web quality management system WebQMS combines a classical inquiry management or case management system with an innovative customer relationship management (CRM). For this we offer cost-effective solutions with absolute transparency. The special challenge here is to act both cost- and customer-oriented.

With WebQMS, customers can make inquiries directly over the Internet and companies can respond quickly, directly and above all paperlessly. From now on companies are able to answer every inquiry satisfactorily within only one hour. This ensures that every customer feels taken seriously, as they get the impression that their request is being processed with absolute priority.

Behind this is a multifunctional web-based software application for recording and processing customer enquiries. The number of users is unlimited, there are no spatial restrictions, and the modular system structure makes individual configurations possible at any time. The effectiveness is increased, recurring activities are automated, the processing time is thus significantly reduced and costs are effectively cut.

Customer Guarantee

Customer Guarantee

The customer guarantee as part of your WebQMS solution? Why and how the customer warranty can be successfully used as customer stimulation...

The complaint management process at a glance

Der Beschwerde­management Prozess im Überblick

All features of the WebQMS at a glance

  • Mobile websites for smartphones
  • Standardized online application for customers
  • Central submission form for complaints and suggestions
  • Bundle or duplicate requests
  • Detect multiple answers
  • Categories Management
  • Customer Management
  • Roll: Head office, branch office, department, service provider, customer, infopoint, call center, subroles (user, administrator)
  • Individual assignment of rights
  • Local and global address books
  • Search functionality
  • Protocol and history
  • Manual Ticket Forwarding
  • Automatic Ticket Forwarding
  • To-Do list
  • Reminder function
  • Mail notifications
  • Monitoring of the processing and the processing duration and quality
  • Deadline management
  • Statistics: freely selectable categories, time periods, comparison possibilities, graphic conversion, crosstabs
  • Template management
  • Rich-Editor (HTML-Format)
  • Knowlege Management
  • Interfaces: Excel, XML, Web-Services
  • Multi-client capability
  • Windows- und Linux-Server

Overview of all WebQMS modules

 WebQMS Module

You need a module, but cannot find it in the overview? Feel free to write us and we will develop a custom-made module with functionalities and requirements you specify!

  • Acquisition module - customer

    Customers have the opportunity to submit their complaints directly on the internet to be entered in several steps via an intuitively guided mask.

    Vor der Eingabe der Beschwerde muss der Kunde den Guarantee conditions agree

    The specification of Anonymous complaintsis also possible.

    The input mask can be operated intuitively and is Assistants realized

    The masks offer the following input and Selection options:

    • Advance date, time
    • Category
    • Subcategory

    With a vehicle-related complaint the customer must select the connection he or she is using via an integrated timetable enquiry. To do this, the customer enters at least the following data:

    • Datum der Fahrt
    • Abfahrtzeit / Ankunftzeit
    • Starthaltestelle
    • Zielhaltestelle
    • Umstiegspunkt

     

    kundeneingabe

    kundeneingabe

    kundeneingabe

     

    Before the final sending of the complaint, the Control all entered data are shown once again in an overview. The customer changes any incorrect entries and then confirms the correctness of the data.

    The customer gets the opportunity to Nachweis with the complaint number. At the same time an automatic confirmation of receipt of the complaint will be sent by email.

     

    Further processing:

    • The system checks whether this customer already exists in the database. If so, no new Customer base can be created. The case is assigned to the existing customer data record.
    • After entry and storage, a system-side Check for doubling of reimbursement cases, so that multiple payouts are prevented.
    • Customer entries are automatically sent to the Originator or processing employee is forwarded.

    The complaint categories can be edited by back office.

  • Recording module - employees

    If the customer uses the complaint centres Infopoint, Customer Centre or service telephone, the cases are entered directly into the system by an employee.

    The employee has an intuitively guided mask in which the input is made in several steps.

    The employee selects that the entry is a case of customer warranty. Furthermore, the employee must enter whether the case is trip-related or trip-independent.

     

    The masks offer the following input and Selection options:

    • Advance date, time
    • Category
    • Subcategory

    eingabemaske mitarbeiter

    With a vehicle-related complaint the employee must select the connection used via an integrated timetable query. The following details are included:

    • Date of the journey
    • departure time / arrival time
    • Category of complaint, free text
    • Starting stop
    • Destination stop
    • Reimbursement amount
    • Possibility to mark the case as urgent
    • Möglichkeit, mehrere pdf-Dateien und Fotos hochzuladen
    • Communication channels (personal, by telephone)

    Beschwerde Eingabemaske

     

    The selected connection is transferred to the system and the complaint case is assigned directly.

    The customer gets the opportunity to Proof with the complaint number. At the same time an automatic confirmation of receipt of the complaint will be sent by email.

     

    Further processing:

    • The system checks whether this customer already exists in the database. If so, no new Customer base can be created. The case is assigned to the existing customer data record.
    • After entry and storage, a system-side Check for doubling of reimbursement cases, so that multiple payouts are prevented.
    • Customer entries are automatically sent to the Originator or processing employee is forwarded.

    The complaint categories can be edited by back office.

  • Case Management

    The request to process the complaints will be sent by email to the appropriate processor. The correct contact persons are linked in the system via the categories or the lines.

    The QMS system assigns the complaint to a processor and at the same time sends the e-mail with some text that follows:

    You have received a message (555555 dated 18.03.2020). Please do not reply to this e-mail from noreply@webqms.de, as this is an automatically generated e-mail.
    Please look under the following link http://webqms.de/meldung?id=857883793.
    If this link does not redirect you or does not work, please copy it into the search line of your browser.
    You will find further contact details in the concrete case under the above mentioned link.


    At the bottom of the entered link the processor finds the complaint
    and can record a response. If he or she does not feel competent enough for the subject, he or she can pass on the handling of the complaint to a colleague. This is logged in the system and the other parson receives the notification by email.

    bechwerde bearbeiten

    The case-specific workflows each provide suitable response templates and text modules with placeholders.

     

  • Feedback to customers

    A reply to the customer is sent by e-mail on a mail template or as a letter.

    The employees can access an overview of the finished answers, edit the letters and trigger printing/sending.

    Die fallspezifischen Workflows geben jeweils passende Antworttemplates und Textbausteine mit Platzhaltern vor.

    The customer can also receive a rating option for satisfaction with the response quality.

    The templates and text modules are configured by the system administrator.

     

    beschwerde-antwort

     

     

  • POS module

    The cash module is used to reimburse customers' travel expenses and to transfer credit from the transport association to the individual customer centres and InfoPoints.

    Once a customer has reported a warranty claim, they can pick up their refund amount at a customer center or InfoPoint.

    The employee in the customer centre or InfoPoint can call up the open warranty cases by customer name or case number and select one or more cases for payment.

    Cases already reimbursed must be identified by entering the reimbursement amount.

    The refund amounts depend on the type of ticket and the price level. The matrix, which shows which refunds are stored for which ticket, is configured by the back office.

    The Customer Service Representative selects the refund amount from an overview of the currently valid tickets and price levels.

    The reimbursement amount will be debited from the QMS account of the customer centre.

    On a refund certificate the customer receives a list of the refunded amounts and confirms receipt of the money.

     

  • Reporting & Analysis

    A reporting/statistics module is provided for data evaluation. This module enables a clear presentation of different questions.

    Evaluation options for the transport companies:

    • Total number of complaints Customer guarantee/customer dialogue (with and without comments)
    • Categories of complaint
    • Means of transport
    • Communication channel used by the customer
    • Amount of refunds (amounts paid and forfeited)

    Evaluation types for the transport association:

    • Cross-client
    • Branch-specific
    • Transport companies, service centres, employees
    • Line, direction, start and destination stop
    • Train number
    • Trip
    • Advance date and time
    • Date of receipt
    • Case number
    • Communication of the complaint (by telephone, in person, form, internet, free input)
    • Where was the complaint accepted? (Internet, customer centre, service telephone, NVV)
    • Ticket types
    • Amount of refunds (amounts paid and forfeited)
    • Place of payment
    • Categories of complaint
    • Cases with/without opinion
    • Customer guarantee or customer dialogue
    • Processing status (with date and time)
    • Urgent cases
    • Customers

     

    Auswertung: Mitteilungen

    auswertung mitteilungen

    Auswerung: Rückerstattung

    auswertung rueckerstattung

    Evaluation: Trips

    auswertung fahrten

  • Statistics

    The QMS receives a general statistics module with which an overview of the complaint development can be gained.
    The statistics are adjusted for false and double messages by integrated evaluation.

    Each user group can create evaluations with the data available to them.

    The values are displayed as absolute and relative figures and broken down by month.

    statistik

  • Interfaces

    The following interfaces were developed: HACON, HAFAS, DIVA, tickets, tariff data.

    We are also happy to develop individual interfaces as required.

  • Administration

    The following areas can be managed flexibly via the administrator module:

    • Import of timetable data
    • Line configuration
    • Message categories
    • Tickets
    • User administration, assignment of rights
    • Address book
    • Template Editor Tool
    • FAQ
    • Customer and employee survey

    The assignment of rights in the system takes place on the following levels:

    • Administrator
    • Co-Aveiter
    • LNG
    • VU
    • InfoPoint/Customer Center
    • Customer
    • Quality inspector

     

     

  • Data protection

    • The customer data is anonymous for all transport companies.
    • The transport association controls access to customer data on a role-specific basis.
    • A data protection concept meets the requirements of the Federal Data Protection Act.
    • Only "necessary" data or data for which the data subjects have given their express consent are processed.
    • The data will be made anonymous after a certain time.
    • Server location: Germany
    • The data centers are TÜV-certified according to ISO 27001.