Inquiry and Complaints Management

Managing complaints or inquiries in the Chemical industry requires fast and precise action.  Delayed responses or responses with inaccurate information can cause a chain of events that increase costs, or lose customer faith, or impact other aspects of the business.

An effective complaints management process requires that enterprise content is readily available to customers and service representatives with the context about the customer, product, and incident necessary for rapid resolution. For those incidents that cannot be resolved immediately, Enterprise Content Management (ECM) solutions enable you to implement automated escalation processes that direct the issue to the right person in a timely manner.

OpenText ECM solutions for complaints management deliver this functionality with the following components:

• Software: Archiving, OpenText BPM Server, Document Management, Extensions for SAP Solutions, Extensions for Siebel, Project Management

Supplemented by Business Content (e.g., predefined workflows) to give you a head-start in configuring workstreams and processes, Consulting Services, Training and Support tailored to meet your requirements.