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Digital complaint process

Industry use




Implementation time

2 weeks

Technical requirement

Service Cloud


Complaints can often be a difficult topic and lead to long waiting times and ultimately to customer dissatisfaction. A standardized complaint process, including checklists and connectivity beyond the departments, is the solution – and it’s digital!

The complaint process in Salesforce offers you a new method for processing and managing incoming complaints and complaints – ready to use within two weeks. Whether in the full scope of the 8D report or in your individual procedure, your employees can offer the best customer service. In Salesforce, these processes are recorded centrally, processed in a semi-automated / standardized manner and evaluated in a structured manner.
The complaint process is installed inexpensively as a basic package and offers a wide range of customization options, which are developed in joint workshops.

This is how the complaint process works

Incoming complaints and complaints from your customers (via the desired channels) are recorded directly in Salesforce and assigned to the respective employee. With a guided process, your employees work through the error analysis using the previously implemented guidelines. All eventualities, guarantee regulations and acceptance criteria are already incorporated and are automatically queried, depending on the categorization and product. Necessary actions (immediate measures, corrective measures and preventive measures) are coordinated from Salesforce. Other departments can be integrated with just a few clicks.

The evaluation of the sum of all complaints gives you a deeper understanding of your customers and indicates possible efficient improvements.

Technical requirement

  • Salesforce Sales Cloud
  • Salesforce Service Cloud
  • ERP integration

5 reasons why

  • Transparency in the cooperation between back office and field service
  • Simple, guided operation
  • Standardization of processes
  • Optimization of the customer experience even in problematic situations / complaints
  • Industry standard, with flexible expansion

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More Salesforce modules

Implementing Salesforce easily, quickly and inexpensively? Salesforce modules! With our modular system, we can easily expand your Salesforce solutions to include the proven use cases and processes in the manufacturing industry.