In today’s competitive business world, issue management and customer complaint handling should be treated with the up most importance. Often many businesses leave customer disgruntled and unsatisfied with their product or service due to support levels.

The standard workflow process for a customer complaint looks something similar to the following;

1. Open: Issue submitted by the customer
2. In Evaluation: Issue becomes open and is sent to the responsible representative's inbox
3. In Work: The representative evaluates the issue or forwards the issue to an appropriate employee
4. In Test: The complaint is reviewed and an action is followed up on the issue.
5. Closed: The customer and the original representative is informed

A poorly managed customer complaint process will often become stuck in between phases 3 & 4. In most cases a poorly managed system does not use electronic solutions and if they are electronic then the software has poor workflow and alert notification functions. In an ideal situation a issue management system should be nested within an application allows quick and easy workflow to allow a customer complaint to move right through to the appropriate personnel as prompt as possible. It is even more preferable to have a system that will allow you to integrate to other management systems within you companies computer network, eBMS can do all of this very easily which in turn provides the best possible complaint handling for your customers.

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Why take the risk of losing customers when you can simply use an Issue Management System?

• Provide improved customer service
• Close customer issues quickly
• Improve communication initiatives
• Increase customer loyalty and referrals
• Easily manage collaborative actions via powerful workflow capabilities to enhance time, communication efficiencies
• Graphical real time reporting
• Instantly find any previous actions that have been input into the system with easy to use search capabilities
• A web based system that allows minimal hardware requirements. Hosted action management systems are available to allow business users to access data from any computer with the internet
• Export action management audit reports to excel, word or PDF formats.
• Allow for a more environmentally sustainable business by reducing paper via electronic systems

* = Prices may vary dependent on system requirements.