Complaints Management via Service Cloud

Who is the solution for:

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

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%.

• 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

Platform:

• Salesforce.com

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