This complaint management system software is for SME’s dealing in sale & service of products such as Home Appliances, R.O. machines, and any other ACs, Elevators Industries and Refrigerators that require servicing at regular intervals. After the sale of a home appliance or any other product, the onus is on the company to provide product servicing as per schedule. To avail of such service, customers generally call the call-centre of the company and register their complaint. For treatment of such a complaint, the company requires a Customer Relationship Management (CRM) system to record, follow-up and to provide service-related information to the customer as and when required.
In CRM parlance, it is said that it is more cost-effective to retain an old customer than to make a new one. Moreover, a satisfied customer will bring in more customers by word-of-mouth, while an unsatisfied one will bring the business ill-repute. Therefore, it is pertinent to maintain customer records, provide timely service and AMC as per due dates, and manage customer complaints promptly and efficiently.
While managing the aforesaid functions manually may be time-consuming, tedious, inefficient and inaccurate, Maktech complaint management software solution is the perfect solution to automated maintenance and management of post-sales customer services.
Register complaints
When a customer calls for service etc, the details such as customer name, address, nature of complaint etc are entered into the system. The system generates a unique registration number that may be given to the customer for future reference.
Allocation of complaint to service technician
After registration of the complaint, the job can be automatically or manually be allocated to the technician of that particular field.
Complaint closure
After rectification or complaint or completion of job, the technician calls the centre to get the complaint closed. He also informs the centre what spare parts have etc have been changed and what charge has been collected from the customer in that respect.
Spare parts management
A complete inventory of spare parts is managed by the software by means of an automatic double-entry system. For example, if any spare parts are billed for, they will automatically get deducted from the inventory. The inventory will then reflect the balance available in store.
Technician conveyance
The software summarizes conveyance expenditure by each technician. At the end of the month they may be matched with the productivity of each technician and thus reflect the productive efficiency of each technician.
Due service alerts
The software automatically alerts the user as and when service becomes due in order that the user may give a timely reminder to the customer to avail of the pending service.
Due AMC alerts
Same as above, the software automatically alerts the user as and when annual maintenance contract becomes due.
SMS facility
Maktech Complaint Management CRM has an in-built panel through which promotional SMSes or emails can be sent to targeted customers.
Register complaints
When a customer calls for service etc, the details such as customer name, address, nature of complaint etc are entered into the system. The system generates a unique registration number that may be given to the customer for future reference.