According to American Express Global Customer Service:
- 70% of Americans are willing to spend an average of 13% more with companies they believe provide excellent customer service
- 60% believe businesses have not increased their focus on providing good customer service
- 78% of consumers have bailed on a transaction or not made an intended purchase because of poor customer service
- 59% will try a new brand or company for a better service experience
It is clear that customer service and quality management is an important issue for companies in consumer packaged goods.
For this, beCPG offers a module for managing incidents:
- A workflow of customer complaints
- Management of non-conformities
- A dashboard for monitoring incidents
- Analysis cubes to build your own queries
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| Workflow of customer complaints |
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| Creation of customer complaint |
The benefits of the module are multiple:
- Faster because of automated processing
- Products conform to specifications
- Better monitoring of corrective and preventive actions
- Traceability on exchanged emails, letters because they are stored in beCPG. In addition, adding attachments to customer complaints is very easy, thanks to the integration with messaging tools.
- Reporting to simple questions such as:
- The number of customer complaints by Products / Plants / Clients / …
- The evolution of customer complaints over the time
- Types of customer complaints
- The average response time according to criteria such as the type of claims, the severity
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| Dashboard of issues |
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| Reporting with chart on customer complaints |
