Why a Complaints Management System?

Complaints are not always bad, if organizations can resolve them on time and make them a win-win for the customers and organizations. In fact, most of the time complaints are opportunities to reach out to more customers.

Increase customer satisfaction, convert customer complaints into opportunities, using our state-of-the art CRM, EZ CMS (EZ Complaints Management System).

EZ CMS is a state-of-the-art, complaint management system with the backend workflow, complete escalation of unresolved tickets, knowledge base, all in one package. Our state-of-the art system allows organizations to efficiently manage complaints and support a customer from anywhere, at any time, regardless of the channel via which the customer is reaching out for assistance (web portal, email, social media, chat, walk-ins, phone calls, Mobile apps). EZ CMS may also be integrated with client’s existing systems for easy access of data.

EZ SERVICE can be easily deployed in an enterprise environment with or without being integrated with the IP PBX system (Contact Center) or can work easily as an independent/stand alone system.

EZ CMS provides a flexible and robust CRM platform that is customizable to a vast array of business processes and workflows across all channels of communications, (web portal, email, social media, chat, walk-ins, phone calls, Mobile apps). It tracks the full lifecycle of a customer complaint from registration to response, with documents attachment facility.

Benefits of a Complaint Handling Solution:

  • Streamline complaint management operations and reduce costs by improving response and closure times.
  • One enterprise Complaint Management System for across all channels of communications: (web portal, email, social media, chat, walk-ins, phone calls, Mobile apps).
  • Implement a global approach to complaint handling with multi-site usage, multilingual capabilities, regional reporting requirements and unlimited security levels.
  • Protect brand reputation and increase customer satisfaction by ensuring that complaints are investigated and responded to in a timely manner.
  • Automate the escalation process from registration of a complaint to satisfactory resolution, all of this within a pre-defined Turn Around Time (TAT), following organizations SOP.
  • Generate trends using available reports.