Incidents (i.e. fraud, accidents, harassment, unmet customer experience, etc.) can happen at any time which mean that your customers, partners, or employees can reach out for support in many ways, at any time of the day – you need an advanced, multi-faceted complaint management system that helps you provide the support that they expect. At the same time, the frequency of turnover in customer service support demands that your complaint management system be user friendly and collaborative. You need a system that includes an easy-to-use interface with visual tools and reporting capabilities to increase productivity and customer satisfaction.
Problems Agencies Face
- Slow or obsolete complaint management tools
- Inability to track and collaborate on complaints
- Lack of visibility into workloads and priorities
- Lack of reporting and auditing functions
- Ineffective search tools
- Difficulty accessing via mobile devices
- Inability to integrate with other systems.
The right complaint management system provides an easy-to-use, visual interface that works with your existing systems and resources. The solution:
- Allows you to easily access and update complaint files
- Supports collaboration by authorized users
- Allows users to access using the device of their choice
- Full featured document and records management capabilities
- Lets you customize templates for quick responses to all types of complaints.
In a well-designed complaint management system, users and supervisors can access or control access to content based on user roles, and collaborate as needed to expedite complaint resolution. It will provide personalized dashboards and reports to give stakeholders much needed insight to make decisions.
Armedia can help! We have designed and delivered proven complaint management systems and would welcome an opportunity to provide you a demo.
Each organization has a unique set of complaint management challenges – undocumented requirements, limited budgets, compliance with security and records management, data migration, integration with 3rd party systems, etc. Armedia will work with you to understand your requirements and constraints to propose a solution that works for your organization.
Armedia Complaint Management Services
Armedia can help with your complaint management system. Armedia has over 15 years’ experience implementing commercial and government solutions. Leveraging the Armedia Way, a CMMI Level 3 appraised process, we will work with you to understand your requirements, develop a project road map, incrementally and collaboratively implement an intuitive and secure complaint management solution, train your team and provide support once the solution is deployed.