• complaintsmApp for Cherwell Service Management

Consistent Process Flow and Prioritising

Process and prioritise complaints consistently and accurately through embedded status workflow and understanding of business and customer impact.

Track and report on critical data

Being able to report on complaints provides critical service delivery and business insight.
Understand where deficiencies in service delivery are creating poor customer experiences and analyse by:

  • Affected Business Unit
  • Complaint Type
  • Priority and Impact
  • Complaint Ownership
  • Source of Complaint
  • Outcome
  • Life cycle and Status
  • and much more...

Instigate New Improvements

Create and link improvement register records that are identified as a result of complaint handling and outcome processing.

Business Benefits

  • Customer focused culture

    Good complaint handling fosters a culture that recognises that all feedback (including complaints) is important and the effective management of complaints demonstrates customer care and empathy.

  • Operating Cost Reduction

    complaints are often the result of deficiencies in processes, procedures and management issues. The hidden cost of these deficiencies combined with the additional costs of managing the complaint erodes profits.
    With effective complaints management the profit sapping cycle is reversed and improvements can be instigated to make permanent positive change and business transformations.

  • Reduction in brand and reputation damage

    Poor handling of complaints can make an already bad situation much worse. Reputation damage can be very difficult and costly to overcome. Consider the costs associated with the delivery of good service that can be instantly wasted through poor complaints management. If/when you have a complaint, it is a business imperative to manage that complaint skillful, quickly, professionally and with the utmost efficiency, ensuring that your brand and reputation is restored.

  • Bolstered Customer Experience

    Well handled complaints and service recovery can create customer fans and increase loyalty - a well treated customer will likely tell 4 or more other people.
    It's far better to get no complaints at all but if/when they happen then that is an opportunity to excel and turn the bad experience into a positive one.

About complaints Management

The Sollertis complaints Management mApp solution for Cherwell Service Management delivers full complaints process life cycle and reporting. complaints Management can be installed as part of the full Business Relationship Management mApp suite from Sollertis or independently as a stand alone business process application for any line of business unit needing to process complaints in a consistent, auditable manner.

Contact Us

Address:Windmill Hill Business Park, Whitehill Way, Swindon, Wiltshire, SN5 6QR

Phone number:(+44) 1793 441 431


Social links: