Global
France
Germany
JapanComplaints Management
The complaints management process includes established procedures for routing complaint information throughout all channels for quick resolution so that Utility companies can manage customer service, customer expectations, and quality management.
An effective complaints management process requires that enterprise content is readily available to customers and service representatives with the context about the customer, service, and incident necessary for rapid resolution. In addition to ensure that response to complaints are managed in a timely manner with a complete auditable process. For those incidents that cannot be resolved immediately, Enterprise Content Management (ECM) enables you to implement 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, Document Management, Extensions for SAP Solutions, Extensions for Siebel, Open Text BPM Server, 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: Improved customer satisfaction ratings
GOAL: Complaint management and tracking
KPI: Decreased percentage of customer complaints
GOAL: Reduced cost of services
KPI: Decreased cost of customer service as percentage of revenue
