MOBILE CMS

SmartCMS is a fully automated Mobile based Complaint Management Platform for handling of various Consumer complaints in most efficient manner. This is a unique solution which offers end to end mobile based complaint management facility. Complaints are generated from user mobile phone through App or SMS then gets routed to the concerned official's mobile and resolution updates flow from official's mobile to the consumers mobile.
The CMS has a sophisticated Automatic routing algorithm (ARA) running at the back end 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. 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.
By implementing VSPL's Mobile CMS system you can provide your customers easy ways to register their grievance and enables you to resolve those quickly. system also presents you analysis of grievances so that you can improve your system for better customer care. The system is offered on Software as a Service (Saas) model to you for quickest possible roll out and trouble free working.

Salient Features

• Fully managed service - Quick and Easy to implement
• Customizable complaint fields as per customer need, automated associated work flow
• Tightly integrated with the mobile messaging system through user friendly software.
• Configurable complaint category and sub category, areas, officials to handle complaints
• Easy configuration of complaint resolution time, escalation matrix, alerts etc
• E-mail and SMS integration with file attachments.
• Precise tracking, automated reminders and escalations.
• 24x7 accessibility for complainant as well as officials on Mobile device
• Meaningful reports, charts and user defined queries.
• User group access controls.
• Easy integration with any external systems.
• SLA monitoring through intuitive Dashboards and reports
• Advanced Complaint analysis to identify route cause

Benefits to Customers

• They can book complaint from Mobile app (Android/Java), SMS and Web site.
• Instantly see details of the concerned officer who is handling the complaint
• Letter generation, e-mail and SMS integration with file attachments.
• Precise tracking, automated reminders and escalations.
• 24x7 accessibility for complainant as well as officials on Mobile device
• Meaningful reports, charts and user defined queries.
• User group access controls.
• Easy integration with any external systems.
• SLA monitoring through intuitive Dashboards and reports
• Advanced Complaint analysis to identify route cause

Advantage of Mobile CMS

• 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.
• Share Information: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 analysed in real time. Make informed decisions that will positively affect the bottom line.

Web Portal - Screen shots