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That the settlement and the solving of complaints is considered more and more as an important component of company marketing nowadays, has been already common knowledge for a while. For this reason SOLAR-IT developed EZ-Complaints. This application makes it possible to handle all complaints a company run into in a most efficient and univocal way by means of one centralised database e.g. BPCS, PRMS.
EZ-Complaints not only ensures you a structured complaint settlement but also the possibility to approach the needs of your customers more efficiently. Furthermore, the money that your company would spend to a comparable application would be considerably higher and cost will be reduced drastically after this one-time investment.
EZ- complaints will provide your company the following functional benefits:
Complaints are just like the whole EZ-CRM application compatible on every ERP system, which with the AS/400 as a platform and LANSA as a development tool couples proven solidness to the most modern web technologies. Moreover the EZ-Complaints application is very simple in use. It works through the Explorer or Netscape browser, so every employee will be more confidential with it. Because of this none of your employees must undergo extra training before they can manage the basis principles of EZ-Complaints.
With EZ-Complaints the processing of a complaint happens consequently and simply. They are immediately registered in the system and from that moment on there is a certain person responsible for this complaint. At the input of a new complaint an email notification will be sent automatically to the parties concerned due to a link with the present communication tool. After that the complaint gets forwarded to the 2nd or 3rd support line. Afterwards you have the possibility to define actions for the complaint, meaning that you can define what the people responsible for it should do in a consecutive order, and so they can examine and solve the problem more quickly.
During this process the customer can always be kept informed, since they can consult what the status of several complaints is and what is going to happen next. The costs of all the actions made are constantly being registered in the system. On top of this, you are able to support all actions taken by mail correspondence to the persons involved. All this correspondence together with all windows supported files can be added to a complaint due to the integration with Microsoft programs. Due to the relation between EZ-Complaints and the ERP system (BPCS) it is possible to examine not only the database element the complaint concerns, but also the other related aspects. For example, when you receive a complaint about a damaged product, you can very easily examine this product, trace who else bought it and contact these companies. Finally, when the complaint is solved it remains registered in the system so when a complaint returns or similar problems occur, the time needed to close a complaint is considerably shortened.
The advantages of EZ-Complaints are:
So if your company is still struggling when it comes to handling complaints, and you currently don't belong to the ever-growing list of people who believe that complaints are opportunities that can help you to improve the services of your company, EZ-Complaints is the perfect solution for you!
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