Complaints Management



Who is the solution for:

  • Companies operating in the B2B segment of sales of goods to customers.


Please turn on subtitles to watch this video in English!



Why:

  • Insufficient and incomplete records of complaints?
  • High laboriousness in their processing?
  • Long time handling complaints?
  • Unclear allocation of the solver?
  • Unreliable system for notifying the approaching date of resolving a complaint?
  • The negative influence of trade by incorrect and late handling of complaints?
  • Ignorance of customer feedback?
  • Infographics

Benefits:

  • Reduction of complaints processing time by 31%;
  • Increase customer satisfaction by 35%;
  • Increase customer retention by 26%;
  • Reduction of costs by 22%,
  • Increase in efficiency of employees by 28%.

Complaints-Management-Service-Cloud-and-anodius

  • Automatic retrieval of complaints;
  • Accurate registration and connect with customer information in the solution;
  • Increasing the efficiency of complaint solvers and eliminating their inefficient activity;
  • Automatic overviews and reports from various perspectives;
  • Clear assignment of complaints to the solver according to the type of complaint;
  • Constant overview of the status and process of resolving complaints’;
  • Obtaining feedback;
  • The possibility of linking back to the store by gaining a new opportunity or lead thanks to the correct resolution of the complaint;
  • In the case of adding to the already functional Sales Cloud solution, the possibility of connecting to the store;
  • The high degree of automation of these processes.

Solution description:

  • An introductory workshop to identify problem areas with a proposal for a functional solution;
  • Project management;
  • Complete documentation including manuals and process descriptions;
  • Installation and required setup of the system;
  • Data migration;
  • End-user training;
  • Deployment support.

How long will the implementation take?

  • 17 days

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