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Controlled and Optimized Customer Complaint Management

Streamlined Solution for a Sensitive Process

ennov clinical software edc

Business Problem

Handling Complaints – a Key Issue

The management of customer complaints and other feedback is an area requiring specific attention within some companies. Social networks accentuate this trend, with negative comments having more impact than positive ones. Control of the internal process for monitoring dissatisfaction is necessary. It is based on an objective and communicable measure of process performance.

A Complex and Delicate Process to Manage

The quality of customer complaint handling is an argument put forward by many companies. However, it is difficult to assess, maintain and improve. This is a complex process, involving:

  • Identify ways to record dissatisfaction
  • Coordination of different participants and processes
  • Fast processing of often fragmented or inadequate data

Only a solution combining speed, historical recording and process management can reduce response times and improve the perception of the service being provided.

Workflow software controlling customer complaints processing satisfies the organizational, strategic and operational objectives of this process:

  • Control and improve customer satisfaction
  • Reduce processing time
  • Standardize and make customer responses more reliable
  • Measure the cost of dissatisfaction

Proposed Solution

Coordination of Activities

The Ennov Process workflow software allows to coordinate the different activities being performed. It enables a complaint handling process to be put online (definition of the stages, participant, required information and deadlines). Process modeling is fast, flexible and can be revised as needed.

Electronically Capture Incoming Information

The complaint registration form is filled in by an operator or automatically created and filled in from an incoming stream (e-mail or paper mail – a connector then issues the complaint based on the information collected). The complaint is placed in the list of tasks of the participants concerned.

Retrieve and Update Customer Data

The openness of the Ennov Process workflow software and its ability to be quickly integrated with other information systems such as CRM or ERP is a considerable asset. Native connections to external databases allow effortless linking of complaint registration to the customer base.

Key Features for Managing Customer Complaints

  • Send an acknowledgement of receipt as soon as the claim is reported
  • Maintain a historical record of the various exchanges of information
  • Automatic routing to the right contacts based on the information entered
  • Email alert on tasks to be carried out
  • Activation of corrective actions and progress status information to inform the customer in real time
  • Automatic generation of standardized response letters according to the stage of progress
  • Overview of customer complaints by product type, customer, period, country, site etc.
  • Automatic creation of dashboards and monitoring to continuously optimize activity

Why Choose Ennov

Hundreds of corporate customers trust Ennov

Over 15 years of experience providing BPMS solutions

150+ life science customers, many more in other industries

Modern architecture and interface

100% web-based. Highly scalable. User-centric design

Our commitment to your success

Very high customer satisfaction. 98.5% of projects delivered on time and within budgets.

Hundreds of corporate customers trust Ennov

Available as cloud-based or on premises deployment

You can switch between deployment options at any time.

We make you autonomous

System configuration and management require no IT skills.

Improved security and optimized performance

Data is hosted locally for total flexibility. Single-tenancy minimizes business interruptions.

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