Complaints & Service Requests
The customer should tell his story only once
This module offers operational excellence by providing automated processes for the resolution of complaints and service requests. Once a complaint or a request is captured, it’s automatically routed to relevant back office queues for fulfilment. The key benefits are:
- Improving complaint & SR capturing process with optimized UI and direct channel support.
- Enhanced efficiency in complaint & SR resolution with standardized processes.
- Reducing turn-around time and enhance customer experience with STP support.
- Tailored SLAs, assignments, and resolution process flows to specific customer segments, channels, and priorities.
- Increasing control with monitoring dashboards and root cause analysis capabilities.
Capturing complaint and service requests with structured entry of details
SLA’s and escalations on complaints, requests and resolution activities
Segment, priority and channel driven routing and assignment
Configuration driven resolution process stages for any type of complaint or service request
Monitoring dashboard and reports