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Complaints

You will capture and collect feedback from your clients in a professional and elegant manner. Useful for branch networks.

Key functions

  • Public feedback collection
  • Complaints can be escalated
  • Follows-up on tasking, groups and users (individuals and companies) and user positions
  • Complaint statistics are created and can be exported to other programs
  • Branch list interface

Advantages

  • Central feedback collection
  • Possible helpdesk interface
  • Expedited complaint settlement process
  • At a critical moment, your clients are served in a professional manner
  • Possible interface with the map module for better client orientation

Functional application process

  1. The client will enter a complaint because they were sold medicine for other than the advertised bargain price.
  2. The complaint is routed to the responsible person. The person will determine the next steps:
    • Complaint is unjustified – will be terminated.
    • Complaint is justified and can be settled immediately.
    • Complaint is justified but further investigation is required.
  3. Complaint processing result is submitted to the client by e-mail.
  4. If the client is not satisfied, the entire cycle will be repeated. The relationship of complaints is captured.
  5. Solution help and response template can be added for each category. It allows to process frequently asked questions or complaints more quickly and efficiently with a professional standard.
  6. Create a task from complaint for internal solution. The task will use functions of the Heldpesk module and tasking (link) which is captured by the system. Thus the settlement of given complaint is controlled.
Are you interested in Firon, or do you need advice? Contact us or +420 607 593 249

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