Complaint Management

All incoming inquiries are first stored centrally in Salesforce. Subsequently, the questions are forwarded to the responsible customer service employees or teams to ensure appropriate and timely processing. The module enables transparent tracking of the processing status, so that customers and internal teams can track the progress of requests at any time.

The incoming complaints are converted into tasks. The functions of prioritization, assignment and escalation of tasks ensure that important complaints are not overlooked and can be processed in time.

Clickflows and checklists efficiently support the complaint handling process. Clickflows allow users to execute predefined steps or actions with a single click, automating recurring tasks. Checklists serve as a guide for processing complaints and ensure that all required steps and information are considered.

Employees can take predefined measures to process urgent complaints immediately. Escalations are thus avoided, complaints are processed promptly, and potential negative effects are minimized.

The structured process supports employees in systematically searching for possible causes or trends that led to the complaints. Through targeted questions, comprehensive data collection and analysis tools, the underlying problems are uncovered, and improvement measures are derived to reduce similar complaints in the future.

The evaluation function enables companies to create comprehensive analyses and reports on complaints. This feature allows tracking of key metrics and KPIs to identify trends and patterns related to complaints. Companies can thus continuously improve their processes and products and increase customer satisfaction.