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Customer Claim Management
The quality of the service delivered by a company is measured by the efficiency of its procedures to deal with customer claims. Often times the procedures to handle customer complaints requires coordination of many people within an organization. The ability to document and make the information available to all contributors is essential in providing the correct and expedient resolution.
Because many people may act in providing the resolution, it is imperative that you are able to manage each person?s performance within the process and track the complaint all the way from origination to resolution. Once this effort has been performed organization can retain these results and use them to improve internal processes and look for ways to provide better customer service and prevent repeat occurrences. Ennov5 is the one solution that can accomplish all these aspects and improve customer quality delivery. This is a critical factor to build a long term business relationship based on mutual confidence.
Ennov5, an Efficient CRM Solution
Electronic management of customer claims is necessary in order to save time in the course of the processing:
- Send a return receipt to the client as soon as a complaint has been raised
- Keep track of all communication exchanged between customers and contributors (emails, scanned letters, documents sent)
- Start immediate corrective actions (stop a production line or a batch delivery, internal/external alert)
- Follow up progress made in the corrective action plan and keep the client informed
- Make sure a formal validation is done before closing the customer claim
- Manage and trace all corrective and preventive actions launched
- View all complaints raised by product, by type, by customer, by period, by region/site, etc.
- Produce quality indicators in order to monitor and improve operational performance
Ennov5 includes all these features; it is a comprehensive CRM tool that can be deployed within a short period of time to provide critical coordination for companies who value customer loyalty and want to streamline customer complaint resolution and process improvement.
Monitoring contract requirements with Ennov5
Most service level agreements indicate deadlines to process customer claims, they are associated with strict financial conditions (maintenance cost, penalties, etc.). It is then important to provide evidence on the processing times and responsibilities in the workflow. Ennov5 package enables your company to track this information. The return on investment is outstanding.
Sidel implemented Ennov5 worldwide to manage customer complaints.