Customer Complaint Management Software

cust-complaint

The Paradigm 3 Customer Complaints Software manages all forms of customer complaints whether product or service related. How issues identified by customers are handled is critical to the success of any organization. Having caused the customer a problem the way an organization resolves the issue provides a lasting impression in a customer’s mind. Paradigm 3 customer complaint software provides totally customizable forms that guide your organization through the process of identification, analysis, planning and resolution of your issues. We provide targeted action items to assigned personnel to ensure your complaints move through your system in a timely manner. Providing transparent workflows of all actions taken, in turn, preserves your customers’ trust and loyalty.

Gain the ability to track and control your customer complaints both in-house and around the world. Forms can be customized to fully integrate with your existing processes and data can be exported to external reporting utilities for custom analysis.

The Paradigm 3 customer complaint module offers the following features:

Logging and tracking of all customer complaints

Paradigm 3 ensures all complaints are logged in a clear and comprehensive fashion. Utilizing dropdowns were possible allows standardized word and phrases to be utilized at all critical points greatly enhancing the ability to analyses the data collected.

Defined investigative workflows

Our flexible workflows notify responsible personnel at each step of the issue’s investigation and resolution via our assigned action item system. To ensure tasks are completed on time our software also provides the ability for you to escalate items should they not be completed within the pre-determined timeframes enabling transparent accountability throughout the process.

E-mail distribution of notifications

Action items are delivered both within the system and also via email in a concise list. This list is delivered daily to the person’s inbox clearly identifying all action items throughout the system that are assigned to you. This list is in date order and clearly indicates any that are overdue.

Priority notification for urgent matters

Notifications can be set to dropdowns within the form that would trigger action items to be delivered automatically to a much wider group of persons should a major customer complaint be identified so that they may participate in the investigation and resolution.

Comprehensive reporting of data

Our software provides the ability to rapidly analyse data utilizing our flexible analysis tool integrated into this module. We also provide the ability to export data into other formats such as excel for further analysis.

Searching capabilities

Paradigm 3 provides extensive searching capabilities not only searching by title or field but also the ability to do layered searches that involve multiple fields giving you quick and concise results that pinpoint the records you specifically need.

Scheduled follow-up notifications to ensure ongoing improvement of processes

We address one of the enduring problems of corrective action which is to ensure all agreed actions are kept in place following the investigation and implementation phase has ended. Our notification system can be easily set to notify assigned personnel at any period following the closing of a investigations to review actions to ensure they are still in place and have effectively solved the issue.