dmw | consultancy
tel 01732 833085
tonbridge · kent · UK

Customer Complaints Management System

Any complaint about a product or service is logged into the multi-user database and flagged for appropriate attention.

All communications with a customer concerning a complaint are recorded. Hyperlinks point to relevant documents—letters, faxes, emails and so-on—for instant recall of relevant literature relating to complaints handling, when needed.

Debit and credit amounts are set against each complaint to provide financial analysis of the direct costs to the business of the complaints and of dealing with complaints.

Analysis by product, customer and complaint type is used to head off potential customer-care, manufacturing and distribution problems, and to identify possibilites for improving relationships with customers.


Value to Client

A systematised approach to customer complaints:


Client

An international manufacturer and supplier of fabrics, paints and wallpapers.


Complaints Management Software Platform

Microsoft Access with VBA enhancements.

“Statistics suggest that when customers complain, business owners and managers ought to get excited about it. The complaining customer represents a huge opportunity for more business.”

Zig Ziglar, salesman, author and speaker (1926 to 2012).