eccentex

System Overview

Complaint and Incident Management case management systems are principally designed to manage complaints and unexpected accidents and events. Examples of incident management cases include: Complaint & Accident Management, Quality Assessment, Adverse Reaction Management, Order Exception, Dispute Resolution & Collection Management.

Eccentex Customer Complaint Management system provides organizations with simple ways to track customer complaints, service issues and improve customer relationships - handling correspondence, documents, contacts, conversations, and follow-ups, which are all kept together in one file.

System Description

In complaint management, professional expertise and fast processing have a significant impact on customer satisfaction. Eccentex web-based case tracking software affords enterprises the opportunity to retain and gain customers by efficiently handling customer complaints thereby learning from customers and improving customer loyalty.

Managing customer feedback, handling complaints and service requests can be tricky. Empower your employees today with the proven complaint handling system that enables their best performance and consistency with exceeding customer expectations. Eccentex Customer Complaint Case Management software makes it easy to create and search case files, schedule tasks and communicate across departments, business locations and remote offices. System users can work with customer complaint cases, view file histories, update documents and set up calendar events in real time, from any location.

The Complaint Case Management application is built on the Eccentex AppBase cloud platform that allows our clients to create a system that meets their specific standards. Designated managers can easily adjust workflow requirements, modify application permissions for each user, and set up user roles. Our enterprise feedback management software is always current with automatic updates and in sync with organization's goals.

System Features

With the Eccentex Customer Feedback Management system you have the necessary tools to treat each customer like a VIP and resolve their concerns efficiently. The cloud platform upon which the customer complaint system is built is easy to customize precisely to your needs. Tailor the multiple functions such as automatic notifications, case/task assignment, reminders, follow-up tasks and escalations, to ensure your organization responds appropriately to each client complaint and inquiry.

• Built on flexible cloud platform - allows for great customization. Easily customize fields, screens, workflows, forms, reports, dashboards, business rules and more with our process-driven software. The web-based drag and drop interface lets business analysts make all the necessary changes to the application. Whatever your organization's size or number of world locations, you can easily change workflow rules and manage processes on the fly.

• Escalation and resolution - enables users to escalate complaint issues. Users who work with original complaints can escalate cases to managers for advice or approvals. Similarly, case creators can easily forward files to examiners for case resolutions.

• Security and access controls - allows to define role-based security for each business user by fields, business objects, documents, reports, and business processes. Define how each user accesses, shares and uses your complaints application information.

• Support across every communication channel - offers support for web portal, paper, fax, email, and telephone processing. Work with every incoming type of communication in your complaints application and create outgoing messages able to be sent out in the format of your choosing.

• Compliance - ability to set up purging document policies. Tailor the application to always run in a compliant manner and to perform the necessary compliance steps.

• SMS and e-mail alerts - notifies users according to their preferences allowing timely actions. Enable each user to set notification preferences or determine organization-wide standards to receive SMS or e-mail notifications.

• Collaboration - enables extensive communication and information sharing. All system users can share data across departments, different locations and various partners. A centralized repository of documents and reporting tools is available to authorized users for immediate secure access.

• Analytics - lets you catch problems before they arise. Get the insight you need to lower risks and keep your complaints application performing at its best. Quickly identify troubled processes and take corrective actions.

• Integration - allows easy integration to any system. Our integration layer technology and SOA architecture enables seamless connectivity with applications and systems you already use.

• Web-based - does not require expensive software installations. The application receives automatic updates and does not entail an IT staff to run smoothly. Use an Internet browser to access the system at any time from any location.

System Benefits

The Eccentex Customer Complaint Case Management application simplifies complaints handling by providing tools for effective communication with your customers and faster case resolutions. With the workflow and web-based system it is easy to track, manage and learn from customer interactions.

• Shorter processing times for customer complaints and requests

• Improved customer loyalty and satisfaction through insights

• Less complex work for on-site and remote employees

• Decreased costs through compliant, centralized and reliable processes

• Eliminates recurring errors and repetitive data entry

• Continuous improvement with constant learning from customers

• Greater collaboration, work flexibility and productivity

• Access through the Internet browser at any time from any location

• Data integration with access for external partners, suppliers and agencies