This software is the basic form Customer Relationship Management system for real estate clients who have the facility to maintain. The system has been designed to maximize the help desk executive’s productivity by providing tools to assist in automating complaint capturing, complaint assigning and generating reports based on different criteria. It helps organizations to change the way they handle, manage, respond to, and report customer complaints or queries. The real-time visibility provided by the customer complaint software enables organizations to track each complaint through its lifecycle from capturing and initiation to assignment, reporting, and closure - following the appropriate process to ensure that the customer is served within the best possible time without any delay.
The powerful reporting capability of the CRM, with statistical dashboards help managers to perform trend analysis and spot recurring problems to drive root cause analysis in a timely manner. Based on a complaint, managers can also trigger internal corrective and preventive action. Provision of the escalation matrix facilitates automatic update about any unheard requests to the superiors keeping an eye on the employees’ performance. Any kind of delay, as per the SLA, sends an alarm to the concerned person in the department controlling the response time. Triggering of such Emails are customized based on the client’s business flow and is set after a detailed study about the internal structure. Using the CRM software solution, organizations can increase customer satisfaction through improved responsiveness. Rigorous management of customer complaints also drives continuous improvement and regulatory compliance.
Complaint Capturing and Assignment: The Complaint Redressal System (CRM) enables customer service representatives, i.e. the ‘Helpdesk Executive’ to initiate a complaint (or a request or query) for a service coming from multiple sources like phone, fax, email, or the web. All crucial details and parameters about the service are captured. The system guides the user by dynamically enabling, disabling, mandating, or defaulting fields based on data being entered. Drop-down menus, logical validations, and auto-fill capabilities boost efficiency and ensure accuracy of information. Depending on the complaint category, the case is automatically routed for assignment to back office department, response, and reporting. Notifications are sent to relevant departments and personnel and escalation mechanism is triggered based on severity and priority.