Complaint management

Complaint management

The module manages and automates complaint management processes. Effective and customer friendly communication is provided through various channels and different departments. Therefore, complaints are managed and resolved via quick, effective and customer oriented processes.


In case of customer complaints it is equally important to properly resolve the problem and provide appropriate feedback through various communication channels. In order to provide effective solutions to such problems, all related activities shall be orchestrated to ensure the harmony between communication, operation and generally within the organization. From the leaders’ point of view, it is of key importance that complaint cases shall be transparent and measured in terms of costs, results, and return. Coordinating and automating such processes require a system that is reliable, secure and scalable – just like xFLOWer Cloud.



Why choose this complaint management system?

xFLOWer is a robust and mature cloud based workflow and business process management solution. Its development started more than 18 years ago, and it evolved through the years based on international business experience and the actual needs of business leaders throughout Europe. Contrary to other complaint management systems, xFLOWer is not only ticketing solution in which statuses and deadlines can be adjusted, but a much more comprehensive, yet easy to use workflow system capable of managing any and all business processes as needed.


Ticketing framework for complaint management

The xFLOWer complaint management module is part of the xFLOWer process management framework, including the most required business processes and data sets predefined. Although, all these predefined values can be tailored and expanded as needed during the implementation period or anytime later!
xFLOWer complaint management is a cloud based solution, however it "only" ensures a framework to create a business environment for your company - one in which you don't have to change your systems and operation frequently. Check out the xFLOWer Cloud product range - you can access all these features anytime: if you need any of it now, it is available, if it will be needed later, implementation into your existing xFLOWer instance will be flawless. 


Complaint management processes

In the xFLOWer complaint management module, everything is controlled by business processes, to which documents are attached. The processes are guiding all colleagues step by step through all administration tasks, so it is not possible to omit any required step of complaint management processes. 
Complaint management processes do not end at resolving customers’ problems or closing the case. xFLOWer complaint management can control all operative lifecycle related to offers management, customer relations, contracts and many others, by related modules:

You are of course free to decide which processes you want to use, however we suggest using the following default processes to start with:

  • Recording requirements
  • Start the solving processes
  • Process based modification of services
  • Worksheet management
  • Reporting

All parameterized to fit your business needs!


How it works?

The following example shows how the complaint management module works:

  1. Incoming customer requirement or complaint – the system records the request, in case of electronic channels without human interaction, automatically!
  2. Evaluation of the request – the system notifies the responsible coworker about the request. During the evaluation, rightfulness and type of the complaint is determined. Based on that, processes required for resolving the issue are started. Predefined deadlines are linked to all processes.
  3. Forwarding the request/complaint – After recording the request, related tasks are distributed among colleagues. For example, in case an erroneous part shall be replaced, the system may notify the supplier or request repairs at the defined service partner.
  4. Feedback – During the completion, the system notifies all involved parties – customer, management, operation, etc. – about the process status. For example, if a replacement part is needed, the system sends notifications about the ordering, arrival, and takeover of the part in question. Similarly, the system sends notifications regarding all other tasks to all participants in the process and inspects if all tasks has been performed within the deadlines.
  5. Closing the process – When the customer’s problem is resolved, (eg. the customer took over the required replacement part) the system records the events and closes the process.
  6. Reporting – After closing the process, the system sends reports to responsible persona, management, about the completion of the process including deadlines, transportation time, costs, etc.



Ready to use solution

Even the best system can’t provide a complete solution if operational processes are designated erroneously. For this reason, ready – made processes based on international best practices are integrated into all xFLOWer modules, which ensure professional organization of work from the first moment of usage. This unique feature enables business leaders to redefine operational processes solely by appointing coworkers for certain tasks – the rest is done by xFLOWer.

xFLOWer Clouds complaint management module contains all the above features and enables the definition, management and automation of all operational processes regardless the number of processes, users of documents involved. By automating certain tasks, resources are freed within the organization, hence saving costs, time and energy for your enterprise. Therefore the company is enabled to focus on sales, clients and the constant development of its core competence to retain its competitive edge.

The result?

Quicker and convenient complaint management that increases customer satisfaction, therefore providing more added value to your company.

There’s a possibility that your company will only be better in this particular activity than your competitors – however, since customers love having their problems resolved quickly and easily, it may bring you more revenues. Home furnishing stores are great examples to this – they allow customers to bring back the product they bought and have their money back. Would you choose the other store, not offering this warranty...?