Solutions can be built using the SharePoint platform to exploit its full potential. The problem is building solutions takes time, valuable time of your IT staff that would be better spent working on other business critical projects.
ImageFast realise this issue and have developed SharePoint solutions for our clients, allowing their IT staff to address other matters. Let us do the work for you.
Recording, tracking and resolving customer complaints is a critical part of any organisation’s quality process. Cases must be progressed in a timely manner with a visible trail to be effective.
ImageFast’s Complaints Management solution for SharePoint enhances your existing process through the use of structured workflows. These workflows define a route with several stages that each case must follow, visiting different members of the organisation for action. Depending on the actions taken, several routes can be formed. Assigning the case to a member at each stage ensures that someone is always responsible for the complaint; it cannot be lost or forgotten.
A knowledge base is provided to build a library of procedures, policies and typical answers to complaints to help speed up the handling process. Analytical and reporting capabilities allow the organisation to further utilise the knowledge base to perform trend analysis, identify recurring problems and root causes. This helps the organisation to increase customer satisfaction, maintain customer loyalty, identify internal training requirements, enrich brand reputation and drive continuous improvements throughout the business.
Features & Benefits
- Define structured, automated workflows to streamline the process, as simple or complex as required, increasing responsiveness and customer satisfaction
- Efficiently track and record all complaints in real time ensuring accuracy and integrity throughout the entire lifecycle
- Powerful search capabilities for quick retrieval
- Extensive reporting functions to monitor results, identifying areas for improvement and staff training