– Bill Gates, ehemaliger CEO von Microsoft
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.
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:
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:
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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 complaint categories can be edited by back office.
