A customer is not satisfied with your service or product? Your supplier delivered damaged raw materials, causing severe delays in your production process? Such complaints are therefore often a great source of frustration and annoyance for all involved and in all layers of your organization.
A digital complaint system ensures an efficient process, handling and to a large extent prevents the complaint from recurring.
With our 3-step plan, you'll discover how to set this up quickly and effectively within your own organization.
Step 1 - record
Create a complaint by simply filling in the information you need to process it and add attachments such as the complaint email or photo proof. Link the complaint to fixes, projects and customers or suppliers. Communicate directly with the complainant and always stay on top of your complaint management by automatically receiving all communications. You can additionally Establish and assign immediate actions to address the situation immediately.
Step 2 - research and assessment
Once the complaint is registered, you can assign a person responsible for further handling. This person will receive an automatic notification and will be asked for a perform cause analysis. Once sufficient information has been acquired, you can accept or reject the complaint.
In addition, guarantee transparent communication by on communicate with the detector directly from the system at any time.
Supplier complaint
When you make a complaint to your supplier, they will receive an online form for resolution. That is where this an cause analysis, proposes corrective and corrective measures and, if required, backs them up with evidence (photos, emails, documents). Still not satisfied with the solution? The system lets the supplier go through the process again.
Step 3 - correct and analyze
A good manager knows that complaint management does not stop when you have decided to accept or reject the complaint. Work efficiently and create tasks, corrective actions and vendor complaints directly to avoid complaint recurrence. An automated survey also lets you know how satisfied the reporter was with the handling.
Maintain an overview of your complaint management anytime, anywhere with automatic reports that include the number of complaints per self-set category, associated costs and turnaround time.
Effective, efficient and simple
Phronesys' digital integrated system effortlessly guides you through the complaint handling process. Contact us without obligation to discuss how we can support you.