ProcessForce adds Complaint Management Solution
Do your customers, suppliers, and even your internal departments raise complaints, issues and provide feedback? How do you track these today, offline database, post-its, or via Microsoft Excel?
With the ProcessForce complaint management solution, this wealth of data can now be captured in a structured manner, analysed and actioned upon. Creating the foundation for generating internal actions, audits, implement process improvement programs to increase levels of customer and vendor service.
Why ‘Wealth’, well having feedback from customers is the greatest source of information to determine how well an organisation is performing, its level of service, quality of products and creating the potential for offering new services and products thus increasing revenues and customer life time value.
While for suppliers, this information can help to improve their overall performance, in turn increasing the level of quality products and services up and down the supply chain to the benefit of all.
An example, a customer has an issue with a product, the complaint is logged and an action plan created. The customer returns a product sample to be reviewed, the sample is tracked and on receipt is analysed. The analysis results in a quality control test, the test fails and the company decides to start a batch recall procedure.