Make work easier for your employees
Convert incoming inquiries automatically into complaint cases: Web portal, web form or e-mail - new inquiries are automatically recorded and assigned to the right customer.
All complaints at a glance. Whether individual or collective complaints: Record all processes with just a few clicks and link the related products.
Recognize the customer status immediately: Make the right prioritization - CM/Complaint automatically distinguishes VIP customers or customers with open cases.
Speed up your complaints processing
Check complaints supported by the system: Whether warranty deadlines or reasons for complaints – CM/Complaint supports you semi-automatically in checking and evaluating new cases.
So that your employees do not miss anything: CM/Complaint guides you through the process and checks all necessary entries for completeness.
You can quickly identify conspicuous features: All data on previous complaints is displayed immediately when new cases are created for each partner or customer.
Offer your customers the service they wish to experience
Keep your service promises: The integrated SLA control enables you to control reaction times individually – and reminds you in time.
Reliably integrate other specialist departments: The workflow ensures cross-divisional processing together with goods receipt/dispatch, repair teams or QM.
Ask your customers how good your service is: Automated feedback processes ask for customer experience and provide information about improvement potential.
Analyze the quality of your complaint teams
Keep an eye on all data updated on a daily basis: Our real-time dashboards provide you with an overview of open and completed activities at all times.
Make targeted service analyses: The integrated data warehouse provides you with all performance data on demand.
Track your customer satisfaction: Evaluate customer feedback cyclically and get warned in case of negative ratings.
Adapt ConSol CM to your complaint processes – and not vice versa
Control complaints according to your specifications: Our intelligent process logic automates routine tasks, forwards requests in a targeted manner and monitors your to-dos.
Tailor CM/Complaint to your needs: Flexible modeling tools allow you to adapt processes and data fields.
Let the system grow with your organization: No matter what changes you intend to make, CM/Complaint grows with you and your requirements.
Involve your retailer actively – with elegant self-service
Offer your retailers a personal service area: Our interactive customer portal offers your retailers better service. And more efficiency for you.
Give your retailers all they need to know about the status of their complaint: Online order tracking informs retailers and reduces additional inquiries.
Shorten necessary checks: Define mandatory fields when generating complaints via the web portal to simplify the complaint check.
Complaint Management Software ConSol CM – References
Please find references & experiences from various industries on projects in complaint management with our software ConSol CM.
ConSol CM Field of Application: Passenger Complaint Management