Complaint Management System (CMS)
A Web-based system is used to log, respond, investigate, and analyze complaints. This should include both negative feedback (complaints), along positive feedback. Our Complaint software will significantly improve your company’s quality performance by providing the ability to respond quickly to customer complaints. This increases customer satisfaction and brand reputation.
Features
Complaint Management
Users can easily register their complaints through the web portal, where each complaint is assigned a unique ID for easy tracking. The system provides a centralized platform that helps in properly managing all complaints.
Complaint Priority Management (Administrator)
Administrators can assign priority levels such as High, Medium, or Low to complaints, ensuring that urgent issues are addressed first. Once a priority is assigned, automatic notifications are generated to ensure timely responses.
Complaint Logs
The system maintains a complete log for each complaint, automatically saving details such as date, time, and user information. These logs allow 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 that allows users and administrators to find complaints based on ID, date, or category. Advanced filters make searching faster, and search results display complaint details along with their current status.
Complaint Launch
Launching a complaint is a simple process where users fill out a form and provide required details such as type, description, and priority. The process is user-friendly and designed to be quick.
Complaint Respond Action Management
Administrators and staff can send responses directly through the system, and all response history is maintained for transparency. If a complaint is not resolved on time, an escalation mechanism is available to ensure proper follow-up.