Project managementQuality

Software for customer complaints and corrective actions

By 3 March 2014February 16th, 2021No Comments

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, beCPGoffers amodule for managingincidents:

  • A workflow of customer complaints
  • Management of non-conformities
  • A dashboard for monitoring incidents
  • Analysis cubes to build your own queries
Workflow of customer complaints
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
Dashboard of issues
Reporting with chart on customer complaints