The IMGROUP Solution for Complaint Management provides a comprehensive foundation for the logging, tracking, resolution and management of customer complaints.

Complaints Management

Every business experiences complaints. But it is how a business responds to a complaint, that determines the nature of customer service within a business. A poorly-managed response can lead to a lost customer and, at worst, costly litigation, whilst a well-managed resolution can generate great customer loyalty. Best practice extends to providing an effective feedback loop back into sales, product development and customer servicing.

In order to properly manage the complaints process, there are two vital ingredients - well-trained, competent staff and a consolidated, accurate source of customer information.

Solution

IMGROUP has taken Microsoft Dynamics CRM and customised it to provide all of the functionality required by a world class complaints management team. We recognise that as well as providing a strong capability to log and track complaints through their lifecycle, it is critical to provide robust audit and management features. Managers and team leaders are alerted when service levels are about to be exceeded and a comprehensive reporting suite provides key information on aged complaints, case handler performance and complaint patterns.

Highlights of the IMGROUP Solution for Complaint Management solution include:

• Fast, accurate logging and classification of customer complaints
• Automatic routing of cases to the most appropriate staff based on subject, classification and staff skillset
• Tracking of complaints and communications in real-time, from initial capture through to closure
• Enforcement of compliance to best-practice processes
• Drives cases through to completion and ensures performance targets are met using workflow, alerting and escalation
• Functionality to authorise ex gratia payments
• Comprehensive reporting and analytics suite, which feeds key trend and pattern information back into the business
• Operates standalone or integrated to a front-office Microsoft Dynamics CRM solution