The Complaint Management Module enables continuous improvement of product and service quality by ensuring effective management of customer complaints. The module systematically monitors and controls the entire process from complaint recording to resolution.
This module collects customer feedback, analyzes the root causes of complaints, and determines corrective actions. Thus, it helps prevent potential future problems while increasing customer satisfaction.
It ensures that incoming complaints are recorded and prioritized systematically. The aim is to effectively manage and resolve customer complaints.
Features
Creating a Complaint Record
All complaints received via phone, email, web portal or face-to-face communication are recorded in the system. These complaints comprehensively collect all complaint information submitted to the organization.
Complaint Type Identification
Complaints are classified into categories such as product quality, service quality, delivery delays or communication problems. This classification helps to respond quickly and accurately according to the type of complaint.
Priority and Urgency Assessment
The priority level is determined by analyzing the severity of the complaint, the departments it affects and its potential impact on customer satisfaction. In this way, emergencies are handled quickly.
Automatic Notification and Forwarding
In case of an emergency complaint, the relevant departments are immediately notified automatically. These notifications ensure fast and effective response to complaints.
It allows the examination of recorded complaints and analysis of their root causes. The aim is to conduct an in-depth analysis of complaints and develop effective solution strategies.
Features
Data Collection and Analysis
Detailed information is collected regarding the source of the complaint and analyzed. This stage helps understand the exact source of the complaint and allows the right steps to be taken for a solution.
Root Cause Analysis
The main reasons for the complaint are determined by methods such as 5 Why Analysis, Pareto Analysis or Fishbone Diagram. This analysis allows the root causes to be eliminated to prevent the complaint from recurring.
Coordination with Relevant Units
A strategy for a solution is developed in cooperation with the departments related to the product, service or process that is the subject of the complaint. Coordination between departments ensures that the solution is implemented effectively and quickly.
Customer Communication
The complainant is informed about the progress of the process and the necessary explanations are shared. In this way, the customer feels that the process is progressing in a transparent and reliable manner.
It ensures that complaints are resolved and corrective actions are planned to prevent similar problems in the future. The aim is to resolve complaints systematically and improve quality in the long term.
Features
Creating a Solution Plan
Activities to be carried out in line with the complaint are determined and applicable actions are planned. This stage helps to clarify the steps required for the resolution of the complaint.
Responsibility and Time Planning
Team members who will take part in the solution process are determined and deadlines are defined for each task. In this way, responsibilities for each stage of the process are clearly determined and timely completion is ensured.
Implementation and Monitoring
Planned solutions are implemented and the status of the solution process is monitored through the system. The effectiveness of the solution process is continuously monitored so that necessary corrections can be made in a timely manner.
Customer Information
Regular feedback is provided to the complainant regarding the status of the resolution process and the actions taken. In this way, the customer is constantly informed about the process and their confidence is increased.
It enables the measurement of customer satisfaction level by evaluating the feedback received from the complainant. The aim is to measure customer satisfaction after the complaint and to make improvements in future processes.
Features
Submit Feedback Form
Once the complaint process is complete, a satisfaction survey is sent to the customer. This survey provides valuable information about the customer experience and provides guidance for future complaint processes.
Determining Satisfaction Score
Customer feedback is analyzed to create satisfaction scores. These scores measure the overall level of customer satisfaction and provide a reference for improving service quality.
Evaluation of Customer Feedback
Positive and negative feedback is analyzed to identify areas for improvement. This evaluation helps the company to continuously improve its products and services.
Improvement Suggestions
Improvement work is carried out in products, services or processes in line with the data obtained from customer feedback. This is a critical step to increase customer satisfaction and prevent similar problems from recurring.
It ensures that the data collected during the complaint management processes are analyzed and reported and that similar problems are prevented in the future. The aim is to systematically store and analyze complaint data to ensure continuous improvement.
Features
Archiving of Complaint Records
All complaints are recorded in the system and historical data is accessible. This facilitates the traceability and analysis of complaints, helping to prevent similar problems in the future.
Trend and Recurrence Analysis
Root problems are identified by analyzing recurring complaint topics over time. This analysis contributes to the continuous improvement process and develops strategies to prevent similar problems from recurring.
Performance Evaluation Reports
Performance reports are created by analyzing resolution times, customer satisfaction rates and resolution quality. These reports are used to evaluate the effectiveness of complaint resolution processes and to improve service quality.
Preparation for Audit
All complaint records and resolution reports are archived for use in audits. This allows for complete and regular reporting during audit processes.
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