Customer Service Desk System – General Features

Centralized Source

Customer Service-Desk System provides a secure and centralized platform for receiving consumer complaints and then tracking and storing all subsequent documentation pertaining to investigation and correction of the problem. A single, cohesive system makes search and retrieval of complaints and related data easy. The solution offers the capability to formalize and standardize complaint handling and consumer complaint tracking through a simple transparent process. It is Web-based, so customers can log complaints from virtually anywhere.

Connected Software System

The CSD System connects the customer-complaint process to the rest of the quality system, providing links to corrective actions and adverse-event handling. Via an external link, users can access system from the Corporate Web sites, within a CRM application (or any application that supports URL links), so employees, consumers, or other stakeholders can easily initiate a consumer complaint. Connectivity will help managers track a complaint from initiation to completion and give them the ability to proactively improve the complaint-handling process.

Controlled Legal Exposure

The system provides advanced reporting capabilities for real-time view of the state of a organization’s compliance. It allows continuous monitoring and promotes improvement, both of which can help increase an organization’s readiness to answer any possible legal action against it. A controlled record-keeping environment that shows how complaints are investigated and addressed may help reduce legal exposure.

Efficient Customer Service Process

The system provides advanced reporting capabilities for real-time view of the state of a organization’s compliance. It allows continuous monitoring and promotes improvement, both of which can help increase an organization’s readiness to answer any possible legal action against it. A controlled record-keeping environment that shows how complaints are investigated and addressed may help reduce legal exposure.

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