In today’s See-Through Economy, customer feedback is inevitable. How you respond to that feedback speaks volumes about the strength of your business. Implement a comprehensive Complaint Management system software with LogicManager to set your business apart from the rest.
Even at the most successful companies, things can’t run smoothly all the time; it’s only natural that mistakes happen in manufacturing, provisioning, delivery or other departments of your business from time to time. On a higher level, it can be difficult to stay ahead of evolving customer needs. Some may like your product or service while others have problems with it. Customer feedback is powerful, and having a formalized Complaint Management process at your organization ensures good customer rapport and helps prevent repeat mistakes.
So why should your organization focus on Complaint Management today? It’s important to consider the fact that COVID-19 related processes are continually evolving. Customers and organizations must adapt to changes in their typical interactions. To show value and appreciation for your customers during this critical transitional period, you must give them an outlet to voice their concerns.
Start the process off right by providing customers with an easily accessible outlet. LogicManager’s Complaint Management solution package is designed to provide your business with all of the critical resources to perform at an optimal level in today’s challenging economic climate.
What are the Benefits of a Customer Complaint Management System?
Complaints that are handled well increase customer loyalty and provide a competitive advantage. For example, one customer might report a problem with her funds availability, while another customer might report being hit with an overdraft fee even though he has more than enough money in his account. These appear to be different issues, but when the organization considers them together, management discovers a technical issue similar to the application glitch addressed by one major investor management company.
While not all complaints can be resolved in a few hours, having a customer complaint management system in place provides an efficient way to keep track of an issue over time. Complaint management tools should provide users with the ability to assign ownership to certain complaints, build out workflows for the remediation process, and provide status updates on where the incident is in the pipeline. Automated systems like this reduce the amount of resources spent on manual processes so the company can focus on improving customer satisfaction as a whole.
Throughout the remediation process, keeping the customer in the loop is important to maintaining the relationship. Customers have the ability to just as quickly report directly to regulators, which they may do if a problem is not being handled quickly enough. Something as simple as a notification that the complaint has been processed can be enough to assure a customer they’re being cared for.
Complaint Management Risks
We live in a See-Through Economy, where reviews and reputation carry more weight than they ever have before. Consumers are empowered to share their opinions – good and bad – of the businesses they interact with and their voices are amplified on platforms like Yelp, Google, Facebook, Twitter, Instagram and more. With that in mind, a customer complaint or disgruntled employee review left unaddressed can quickly give prospects and current customers a poor impression of your company. This can directly lead to a decrease in sales and ultimately a substantial impact on your bottom line.
Another important risk to consider is regulatory risk. Many industries are required by regulations like Fair Lending and UDAAP to have a formal Complaint Management program in place and may be penalized on those laws should certain types of complaints be filed. If you’re not able to provide an audit trail or the reports necessary to show the actions you’ve taken to internally satisfy said complaints, you could face serious civil or criminal penalties.
Achieve Complaint Management Success with LogicManager
One centralized platform
Collect and manage all complaints across your organization through one platform. In order to collect all necessary information on these complaints, create a standard form (no login or licensing required) to imbed directly on your website. This facilitates submission and demonstrates accountability.
Control complaint permissions
In order to give access to only the appropriate groups and people at your organization, you can control complaint permissions. This gives the correct users the ability to track and document any resolution that comes from a complaint and ensures that parties that shouldn’t have certain information do not. This can be configured on a complaint-to-complaint, or department-to-department level, and you can even control who sees particular fields.
Route complaints to their appropriate parties instantly and without losing any information in the process. To stay on top of these complaints, our workflow also offers alerts, reminders and notifications.
Full audit trail
Monitor any and all changes made to a complaint form. Things change and evolve over time, so information must be updated as complaints are investigated. LogicManager maintains a full audit trail of changes, from who made the change, to when they were made, what the prior values were and more. These data points are then fully reportable.
LogicManager’s Complaint Management Solution
Here’s what you can expect with LogicManager’s Complaint Management solution package:
Use our out of the box complaint management form created with best practices to document the most important details of any given complaint. The form can be easily customized to align with your processes, or used as is.
Our out of the box workflow can help you route initial complaints to the appropriate pirates or departments for follow-up and if needed, escalation.
Visibility rules allow you to gather the most relevant and important information behind a complaint so your process is streamlined and efforts are not wasted.
Reports to track trends and complaint statutes
Our Customer Feedback report illustrates the raw data associated with all customer submissions. Users can then sort and filter this report based on things like criticality, feedback type, business areas involved and so on. This tabular report can also be easily exported to Excel.
The Customer Feedback dashboard is a more visual report displaying the nature of the submission, the topic, date resolved based on resolution type as well as a table for any major complaints filed in the last 30 days. This provides a high level overview and can help organizations determine which areas of their business require additional attention.
The Narrative report provides all information for any specific customer feedback submission in an easy-to-read format. This report provides an overview so that complaints being marked as having a potentially major impact on your organization can be easily flagged.
Request a Free Demo Of LogicManager’s Customer Complaint Management System
Get the tools you need to build a risk-based Complaint Management program by partnering with LogicManager. Start by requesting a free demo of our customizable solution today.
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