Complaint Management System (CMS)
Alison’s Web-based Complaint Management System (CMS) helps businesses log, respond, investigate, and analyze complaints efficiently. It handles both negative feedback (complaints) and positive feedback. As a result, companies can respond quickly to customer issues, improving customer satisfaction and enhancing brand reputation.
Complaint Management Software Features
Complaint Management
Users can register complaints easily through the web portal. The system assigns each complaint a unique ID for tracking. Moreover, the centralized platform ensures proper management of all complaints.
Complaint Priority Management (Administrator)
Administrators can assign priority levels such as High, Medium, or Low. This ensures urgent complaints are addressed first. Additionally, the system sends automatic notifications for timely responses.
Complaint Logs
The system maintains a complete log for each complaint, recording date, time, and user information. This allows administrators to analyze historical data and identify recurring patterns.
Complaint Receipt
After submitting a complaint, the user receives an acknowledgment receipt containing the complaint ID and submission date. Additionally, the system can send confirmation via email or SMS.
Complaint Status Management
Users can check the current status of their complaints (Pending, In Progress, or Resolved) at any time. Whenever a status is updated, automatic notifications are sent, and administrators or staff can update statuses in real time.
Complaint Search
The system includes a powerful search feature. Users and administrators can search complaints by ID, date, or category. In addition, advanced filters make it faster to find complaints, showing details and current status.
Complaint Launch
Launching a complaint is simple. Users fill out a form with type, description, and priority. As a result, the process is user-friendly and quick.
Complaint Respond Action Management
Administrators and staff can send responses directly through the system, and all response history remains transparent. If a complaint is unresolved on time, the system automatically escalates it, ensuring proper follow-up. Therefore, no complaint is ever overlooked.