Monday, March 3, 2014

Software for customer complaints and corrective actions

According to American Express Global Customer Service:
  • 70% of Americans are willing to spend an average of 13% more with companies they believe provide excellent customer service
  • 60% believe businesses have not increased their focus on providing good customer service
  • 78% of consumers have bailed on a transaction or not made an intended purchase because of poor customer service
  • 59% will try a new brand or company for a better service experience

It is clear that customer service and quality management is an important issue for companies in consumer packaged goods.

For this, beCPG offers a module for managing incidents:

  • A workflow of customer complaints
  • Management of non-conformities
  • A dashboard for monitoring incidents
  • Analysis cubes to build your own queries

Workflow of customer complaints

Creation of customer complaint


The benefits of the module are multiple:
  • Faster because of automated processing
  • Products conform to specifications
  • Better monitoring of corrective and preventive actions
  • Traceability on exchanged emails, letters because they are stored in beCPG. In addition, adding attachments to customer complaints is very easy, thanks to the integration with messaging tools.
  • Reporting to simple questions such as:
    • The number of customer complaints by Products / Plants / Clients / ...
    •  The evolution of customer complaints over the time 
    • Types of customer complaints 
    • The average response time according to criteria such as the type of claims, the severity

Dashboard of issues

Reporting with chart on customer complaints

2 comments:

  1. We also need to find better way to reduce the number of complaints and returns, especially as more and more transactions go online. In a store we can touch/interact with a product. Online the experience has been very flat/2D. At Lagoa we are working to make the experience interactive and 3D http://www.youtube.com/watch?v=jZM0oNoQUeg.

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  2. I enjoyed reading your article :) PLease continue publishing helpful topics like this. Regards, from alwaysopencommerce.com.

    I think this article will fully complement your article.

    ReplyDelete