Contact US / Information Request Form
This is a required field
This is a required field
Please enter valid email address

VeriTouch - Leading Customer Centric CRM / Service Request & Complaints Management

The customer needs to tell the story only once. With this vision in mind, Service Request & Complaints Management module optimizes the service points to efficiently capture all the information required for resolution of a request. The resolution process is automated and tailored to the customer and the type of request, with appropriate SLAs and monitoring capabilities in place to ensure timely resolution and enhanced customer experience.

Features

  • ​​Complaints, inquiries, and service requests are captured in CRM or from direct channels and routed to CRM.
  • Multiple levels of SLAs and escalations specific to the request type and priority, customer segment, and other configurable parameters are in place.
  • The resolution process tasks are configurable for each type of request, along with task-level routing and SLA definition, as well as straight-through processing (STP) support using SOAP Connectors.
  • Service request form templates are configured and generated in PDF, with support for set up of the list of required documents for each request and customer type.
  • Root cause analysis and customer service performance and satisfaction measurements is supported through real-time and role-based dashboards.

Benefits

  • ​Improve complaint & SR capturing process with optimized UI and direct channel support.
  • Enhance efficiency in complaint & SR resolution with standardized processes.
  • Reduce turn-around time and enhance customer experience with STP support.
  • Tailor SLAs, assignments, and resolution process flows to specific customer segments, channels, and priorities.
  • ​Increase control with monitoring dashboards and root cause analysis capabilities.​