Global
France
Germany
JapanInquiry 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.
Open Text ECM solutions for complaints management deliver this functionality with the following components:
Software: Archiving, Open Text 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.
Meet your Business Goals
GOAL: Improved customer service
KPI: Customer satisfaction ratings
GOAL: Improved quality and accuracy
KPI: Service costs to revenue ratio
GOAL: Improved service delivery
KPI: Decreased percentage of customer complaints
