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Expectations from Complaint Management

next4biz is the only product that meets and brings together the expectations of different groups!


Complaint management processes are based on “satisfaction.” Improving customer satisfaction is the main emphasis and objective in the complaint management policies of most organizations. However, it is not only an increase in customer satisfaction that should be expected from complaint management.
Managers, information technology teams and end users all have different expectations from a piece of complaint management software. Successful complaint management is possible through an infrastructure that brings about the satisfaction of not only the customers, but also of all the stakeholders mentioned above. That is what provides an optimal solution.

What does the customer want?

The customer expects attention and a speedy solution to his request or complaint. From the recording of the complaint to its closure, there must exist an infrastructure keeping the customer informed. A good complaint management system should automatically inform customers of the progress through channels like email or SMS. Giving attention to his/her complaint and demonstrating an effort to solve the problem will calm the customer down. This enables the customer to view your business in a more positive light.

The customer is able to send his/her complaint not only via the call center, but also through other channels of communication such as email, websites, chat, and social media. Oftentimes, complaints received from different channels are monitored within the organization by different teams independent of each other. This mechanism leads to a broken link and lack of customer satisfaction. A customer who has emailed with a complaint will only be more dissatisfied when he contacts the call center to find out about the status of his complaint and is answered by someone who is oblivious to his issue. next4biz collects complaints coming from all the different channels into one single center. Therefore, it is possible to track all customer complaints through next4biz, regardless of the communication channel (email, call center, social media, etc.). When you call a customer via the next4biz screen, the system will display all the complaints, whether ongoing or closed, for that customer.

next4biz also provides an automatic email or SMS feature. Upon receipt of a new complaint, the customer is informed via email or SMS that the request has been registered. Informing the customer of the status of his/her issue will increase customer satisfaction. Customers will then be able to follow the status of their complaint online through the organization’s website.

Expectations of Users and Management

Users involved in solving complaints also have different expectations regarding the complaint management system. The software should be an application that is user-friendly and simple enough so that it facilitates quick adaptation for all users.

Complaint ManagementAdditionally, it should have a dynamic infrastructure capable of adapting to the changing needs of its users. It should be possible for the customer service team to adopt any necessary changes without any help from IT or the supplier. It is important to keep the complaint management system up-to-date so that it can conform to the business’s changing needs with ease.

However, simply solving problems for the customer is not enough to achieve customer satisfaction. The main objective should always be to aim higher and to increase the quality of your after-sales service.

Your complaint management system should have a structure capable of expanding in accordance with the increasing volume of work as well as the number of customers and complaints you receive. next4biz provides you this flexible infrastructure with its scalable structure. You can easily increase the number of users and change the topics of complaints, forms of solutions and other definitions whenever you need.

Imagine a complaint management software system where you don’t have to wait days for the IT department to write up a new code to add a new field, or pay any fees for a consultant to do it for you. A system with which you are able to easily create the desired new fields yourself. This is possible with next4biz. It provides both time and cost advantages with its flexible infrastructure and allows your complaint management system to remain dynamic and up-to-date.

Users who prepare reports for upper management in particular tend to put in effort to bring together dispersed data related to customer complaints. However, it is quite difficult to bring together and interpret complaint management data when it is sometimes unrecorded or located on different systems. Senior management expect to be able to analyze the status of complaints and the topics, products, or services which customers complain about. They seek to display escalations, the status of lost complaints, and the degree of customer satisfaction within the customer service department.

The ability to analyze the root causes of complaints in particular is of crucial importance in the prevention of receiving similar complaints. The next4biz complaint management processes enable transparency; all processes are recorded and observable, allowing your team to get at those root causes.

The next4biz dashboard and reports make innumerable reporting alternatives possible and give you the ability to analyze all the recorded data in detail. All reports – on performance, distribution, and anything else for which there is a need – are provided, including detailed graphics and tables.

Expectations of the IT Team

The software to be used in complaint management processes is typically under the control of the IT team. It requires a lot of work to keep the system up, running and up-to-date. The integration capabilities of the complaint management system are quite important in terms of efficiency, ensuring the problem-free functioning of its solution processes, and keeping it up-to-date.

Furthermore, the complaint management system has constant costs, such as annual care and support, backup, internet bandwidth capacity, and hardware, all of which fall under the budget of the information technology department. The IT department expects an application that will bring costs down to a minimum and that will not further burden them in terms of workload when it comes to maintaining the system’s processes.

With its easy-to-use management menu, next4biz enables the relevant departments to have command of the complaint management system without causing any extra burden for the IT team. It reduces the cost of development by decreasing the dependency on IT and consultancy support for the management of the system. Simultaneously, it has speedy integration capabilities, and therefore it does not burden the IT team with any additional work in terms of integration. With its cloud computing model, next4biz also provides a cost advantage when it comes to maintenance, support, backup, hardware, and internet bandwidth capacity.

Gürkan Platin
Gürkan Platin, a graduate of Hacettepe University Management and Organization, worked as a manager in various positions at Mensan, Citibank, Garanti Bank and Credit Registration Bureau, respectively. Platin has been blogging since 1996 and his articles are published in various national and international publications.
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