The customer should tell his story only once

This module offers operational excellence by providing automated processes for the resolution of complaints and service requests. Once a complaint or a request is captured, it’s automatically routed to relevant back office queues for fulfilment. The key benefits are:

• ​Improving complaint & SR capturing process with optimized UI and direct channel support.
• Enhanced efficiency in complaint & SR resolution with standardized processes.
• Reducing turn-around time and enhance customer experience with STP support.
• Tailored SLAs, assignments, and resolution process flows to specific customer segments, channels, and priorities.
• ​Increasing control with monitoring dashboards and root cause analysis capabilities.​

Key Features

• Capturing complaint and service requests with structured entry of details
• SLA’s and escalations on complaints, requests and resolution activities
• Segment, priority and channel driven routing and assignment
• Configuration driven resolution process stages for any type of complaint or service request
• Monitoring dashboard and reports