SmartCMS is a fully automated mobile based Complaint Management System for handling of various Consumer complaints in most efficient manner. No other company offers, this kind of solution which is end to end mobile based i.e. receives consumer complaints from mobiles, routes the same to the concerned officials’ mobile and keeps consumer updated about the action taken on their mobile
The application also empowers the consumer to themselves get status of their complaints through their mobile, know the contact details of the official dealing with the complaint etc
The CMS has a sophisticated Automatic routing algorithm (ARA) running at the backend to precisely route a complaint to the official concerned. It also keeps track of complaints action status and does the escalation to the higher officials if a complaint is not resolved within specified time limit
SmartCMS also provides a web interface for the organizations Call Center to book the complaints and view status. Detailed complaint analysis through intuitive dash boards is also available for route cause analysis of the complaints, potential areas of improvement and identifying performance of the officials.
For customers SmartCMS provides a downloadable mobile software and a web self care page. Through these they cal anytime browse through all the complaints lodged by them, status taken, details of the Official dealing the complaints and Escalation status.
SmartCMS is most powerful tool for increasing customer satisfaction and is useful for almost all the Government Departments, Enterprises, Institutions, SMEs, Consumer goods Companies etc.
Deliver Efficient Customer Service:
Ensure that every complaint, call or inquiry is handled correctly and in a timely manner.
Increase Customer Satisfaction:
Impress customers with a consistently positive experience, even in the case of customer complaints.
Close the Loop:
Involve department official and staff in the resolution process, determine root causes and implement solutions.
Improve Internal Procedures:
Provide employees with a productivity tool for managing issues, tracking due dates and delegating tasks.
A common database with automated workflow and routing enables data access across the enterprise.
Understand Your Business:
Critical information regarding complainant, problems and corrective actions can be analyzed in real time. Make informed decisions that will positively affect the bottom line.
Easy to learn and use
Customizable fields, forms and workflow
Tightly integrated with the mobile messaging system through user friendly software.
Letter generation, e-mail integration and file attachments.
Extensive due date tracking, reminders and escalations.
24x7 accessibility for complainant as well as officials that too one the move as well.
Meaningful reports, charts and user defined queries
User group access controls
Easily integrates with external systems