Complaint management system

Comprehensive complaint process management

From notification to solution

xFLOWer workflow provides comprehensive complaint management features, thus supporting customer service operations with efficiency. Business processes needed to identify or resolve an error can start automatically, immediately when the notification arrives. The system manages all such processes, from their beginning to their end - even to the point of invoice management and approval of certificates of completion. Click and learn more!

 

Connection to additional systems

xFLOWer workflow completes your existing IT infrastructure instead of making already purchased software obsolete. There is no need to change your ERP, CRM, BI, OSS or other systems when implementing xFLOWer - instead, the workflow provides connections among such systems and automates data flow, process steps, tasks, making it possible to move data among systems without human interaction. 

 

Business process management

Beyond supporting complaint management processes, it is possible to model and run many different processes in xFLOWer. At every implementation project we deliver a system that is designed uniquely for your needs. However, being a workflow framework system, xFLOWer provides the opportunity to model and run any business process, should they be related to complaint management or not, making it possible to manage all your processes in one unified system, no matter which department needs to use it.

 


Comprehensive complaint process management with xFLOWer

Comprehensive complaint process management

xFLOWer workflow based complaint management solution offers far more than conventional complaint management, helpdesk or ticketing systems. Beyond managing customer interaction through different channels, xFLOWer manages all documents, task delegation and is able to automate repetitive tasks. Furthermore, its powerful workflow engine can manage all business processes beyond complaint management. But what is comprehensive complaint process management exactly? It all starts with a notification. While most other systems can only record notifications and assign statuses to these - besides providing an interface for user interactions - xFLOWer models the whole process. Starting from the notification, xFLOWer pushes the process of error identification, multi - system error checks or task delegation to technical staff. After the error is identified, xFLOWer starts the repair/maintenance processes required to resolve the error. The repair can be performed by internal tech teams, sub-contractors or others, xFLOWer manages the whole process, delegates tasks, creates the required documents and expects a certain proof of success at the end of the process. Usually it is a certificate of completion signed by the client. xFLOWer pushes the certificate further and initiates an invoice process automatically when the certificate arrives. Also, the system is able to monitor payment deadlines, check the invoices and other documents. Of course many tasks in the aforementioned processes can be automated, therefore saving time, effort and money for your company. 

 

 
Complaint management process integrations - xFLOWer

Extensive integrations - versatile usage

xFLOWer workflow comes with a standard API set, enabling immediate connectivity to certain IT systems. These "connectors" can be used for other systems, needed for a given process without development. At the same time, unique integrations can be developed during implementation periods; thus enabling connection to basically and other system. Integrations not only enable communications among various systems, but also empower process automation and data aggregation. Thus all data from all systems can be complied and viewed on a unified interface. It is also possible to set up two way integrations. In this case, xFLOWer reads other systems' data, uses this data, and in case it was modified during a process, xFLOWer writes back the updated data to the other systems' database. Since data can be updated in real time, data accuracy is always ensured in all systems.

 

 
Universal process management beyond complaint cases with xFLOWer

Beyond complaint management

xFLOWer workflow framework enables universal business process modeling, management and reengineering with extremely fast process development and implementation methods. Therefore, the system can be used at various functions, departments or industries. Oftentimes the system is used for a specific business area, then, as processes needs to be expanded, usage expands to different departments and involve the creation of more and more different processes in the system. For example, if an invoice approval process is linked to the complaint management processes, a similar invoice approval process can be used at other departments too - maybe after some minor modifications. More importantly, the system is flexible enough to enable process creation, modification and implementation without IT knowledge or programming. (Process management training is provided during the implementation period.) Hence, there's no need for an IT team to develop processes or modify them. This results in huge savings in terms of time, costs and resources as process owners can manage their own processes. Since the created or modified processes are implemented to the workflow immediately after saving, test periods for new processes can start immediately after implementing them.

 

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 customized 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...?