Complaint management

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Complaint Management System
Quality of customer service in the spotlight - automate complaint management
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Maintain product and service quality to increase customer loyalty

The system for handling complaints built on the basis of the Productive24 platform optimizes the entire process: from the receipt of the complaint, through its consideration, to the decision and preparation of the response. The solution allows for flexible building and implementation of complaint scenarios that reflect the unique needs and specificity of the organization.

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Complaint handling is thought to be a painful duty. The entrepreneurs don’t appreciate its importance within the context of Customer Experience. Quick and efficient complaints processing may be another element of building a competitive advantage. We are supported in this area by Productive24 app customized to our specific needs.

Magdalena Ołowska

Marketing Director,
Dolina Noteci

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Automate Complaint Management with Productive24

Centralize the tickets

All complaints in one place – regardless the source of the process – allows keeping order and constantly monitoring the progress without switching between different systems. Thanks to sorting and filtering options, working with data is much more effective.

Gain more control

Automation of complaint process ensures full transparency. Built-in notification mechanisms inform about upcoming deadlines and allow tracking the progress at each stage of the process, reducing the risk of mistakes, human errors and monitoring the time limits for dealing with a complaint.

Streamline complaint handling process

Complaint Management Productive24 is an app tailored to specific procedures of a given organization. Flexible workflows remove the limitations of off-the-shelf solutions and give the organization unlimited opportunities to implement the innovations and process improvements.

Improve flow of information

Solution facilitates the control of complaint management process and improves circulation of information. Extensive notification structure allow for ongoing monitoring of progress. Clear design and easy interface with in-built chat create a powerful work tool for employees.

Build long-lasting customer relationships

Quick and efficient complaint handling thanks to Productive24 translates into stronger relations between organization and their clients and positive Customer Experience. Quick response affects customer satisfaction, is a source of their loyalty and creates good brand image.

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System functions

Complaint templates
- Complaint form with required and optional fields, that can be built and easily modified taking into consideration individual needs and requirements of the organization.
- Automatic generation of request number with maintaining the continuity of the register.
- Managing different types of requests (complaints, guarantees, warranties).
- Defining the time needed to consider the complaint at each stage of the process, with assigning the person responsible for and possibility to select a person that will replace an employee during his or her absence.
- Adding required and optional attachments (e.g. pdf, png, jpg, xls, csv).
Workflow generator
- Process generator – creating various paths of the process with selection of decision-makers according to adopted criteria.
- Multi-level structure of roles and authorization allow for detailed process control – assigning access rights to data and tasks for single employee, team or department etc.
- Defining approval paths for all or selected types of requests, inc. distribution of access permissions in case of absence of employee responsible for a given stage.
Complaint processing
- Possibility of automatic distribution of requests to a single employee and the teams.
- Grouping and prioritizing of tickets.
- Monitoring of progress and preview of considered complaints.
- Recording the working time at each stage and measuring time-consumption of entire process.
- Automatic update of time estimated for completing the stages in case of delay (if a given process path allows for such a possibility).
Register of complaints
- Aggregation of all information (e.g. channel, contact details, reason of complaint) that allows for precise identification of reported problems.
- Tracking the progress thanks to transparent graphical view (taskboard, calendar).
- Graphical presentation of data enables use such information for reports, summaries and statements (e.g. Gantt chart).
- Quick sorting and filtering all types of complaints.
Reports and statistics
- Generating reports based on specified parameters, access to archives.
- Statistics of complaints – clear data set for easy analysis and use of any time interval, status (e.g. new, in progress, completed, cancelled) and other indicators – average number of complaints received from a given customer and / or per employee, average complaint processing time at a specific stage, most frequently complained (defective) products etc. and other KPIs.
- Data export to chosen file format (e.g. xls, csv).
Communication and feedback
- Flexible notification system (e-mail, push, internal notifications), that allows to keep constant track of progress and inform about status changes (e.g. stage of completion, return to previous stage, change of the person responsible for the stage, etc.).
- Replacing internal communication (telephone contact, e-mail) by comment section, that can be added anywhere in the system (e.g. in case of stage that must be revised as a instant feedback).
- Online and offline access to data.
- Built-in chat, allowing for immediate contact and better employee interactions thanks to creating dedicated channels for group discussions.

34% of customers declares that they’d rather pay more for a product or service, as long as it would be related to high standards of customer service (2022). It’s a 4,5% increase, compared to 2021.

The Institute of Customer Service

Create your own business application ecosystem!

Productive24 platform allows to digitize and automate any areas in the organization. Thanks to modular structure of the system, all Productive24 apps can combine, permeate and influence each other to create one comprehensive business application ecosystem. Complaint Management system will perfectly match the following solutions:

Onboarding

New customer service employees can be quickly and effectively introduced to the team thanks to Onboarding Productive24.

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Learning & Development (L&D)

L&D Productive24 app supports training and knowledge management in the organization. The solution allows to develop the competencies of your employees and thus boost the customer service standards.

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CRM

Any data on complaints may be recorded in the CRM app ensuring another element of 360° view for the customer.

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GDPR

Access to personal data registered and processed during the process of complaint management may be granted thanks to GDPR Productive24 app.

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