COMPLAIN

MANAGEMENT SYSTEM
PROJECT PROFILE
 CMS
◦ Complain management system provides services for arrived complain of
people to municipality

◦ People can knows as the currently processing status for their complaints

◦ All the complaints arrived from the people are distributed to the different
departments according to complain category

◦ Administrator can see all complaints an individual departments

complaints
 Introducation
 
◦ Gone are the days when customer service reps were
taking notes by hand or saving customers' complaints and
questions in Microsoft Word. Businesses nowadays use
automated complaint processing software to streamline
customer service management and solve complex issues
in a prompt, professional manner. These programs allow
companies to provide consistent support across
channels, from email and live chat to social media.
The primary goal of complaint management is to improve customer service. Companies across all sectors are now

using automated software to address complaints related to financial services, online purchases, long waiting times

and more. Some types of customer complaints, such as those encountered in hospitals and other medical facilities,

can result in serious safety issues and need to be addressed immediately. Failure to do so can lead to hefty fines or

even lawsuits
In a broad sense, complaint management is the process by which
companies handle customers' complaints. If managed effectively,
complaints can help your business grow and improve its operations. You'll
gain a better understanding of your clients, collect data and feedback,
increase customer loyalty and strengthen your brand. This approach also
allows you to identify recurring problems and address small issues before
they escalate.

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 PURPOSE
Several types of complaint management software programs exist, and each
has distinctive features. Some are offered as part of customer relationship
management systems, keeping all customer data in a centralized location.
Fresh desk, for example, allows companies to easily track interactions with
potential and existing clients. Users can manage support tickets, set deadlines
for ticket response, convert emails into tickets and live chat with customers.
No matter how great your products, you can't please everyone. Customer
complaints are a normal part of any business. Think of them as valuable
insights about your audience and its needs. Use them to gather feedback on
areas that need improvement and position yourself as a customer-centric
organization
 SCOPE
 
Support easily manages complaints with software that allows businesses to
improve communication and turn interactions into lasting quality relationships by
improving the customer experience and delivering seamless, consistent support
across channels. With all your customer information in one place and flexible
tools that enable reporting and tracking of complaints, employees are equipped
to resolve any complaint while maintaining compliance. For instance, you can
answer a phone call with “are you calling about the email you sent this
morning?” Or, you can respond to a chat with “would it be easier to talk it out
over the phone?” This flexible complaint management can leave a positive
impression on a previously unhappy customer.

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 objectives

The objective of the complain management system is to make complaints easier to coordinate,

monitor, track and resolve, and to provide company with an effective tool to identify and target

problem areas, monitor complaints handling performance and make business improvements

1 Responsiveness .
2 Objectivity and fairness
3. Equity
.4 Privacy and disclosure 5
.5 Communication