Complaints Management System

A poorly handled complaint is a threat to your reputation, your business relationships and even your bottom-line.

Customers want their complaint to be easy to report and quickly acted upon, but they also expect fair, professional and sensitive service. Workpro Complaints is a complaints management system that ensures all complaints are registered, processed and resolved to everyone’s satisfaction

Benefits

Easy to Use — Users follow intuitive processes

Workpro Complaints has a consistent, clear and highly intuitive user interface. The system design reflects the way that complaint handlers follow core business processes to make it logical and easy to use.

Supports staff to improve productivity

All our customers are as unique as the markets in which they operate. Workpro Complaints is highly configurable and functionally rich and our experienced consultants work closely with every client to tailor their complaints management system to suit their specific needs.

Developed by experts in complaints management to ensure you follow Best Practice

With complaints management systems successfully installed in organisations throughout the UK, including many Ombudsman services, we can bring extensive knowledge of best practices in complaint handling to guarantee systematic business improvement.

Ensures you deliver a consistent, high quality customer experience

Workpro Complaints guarantees consistently high levels of service, communication and efficiency through structured workflow and standardised document and contact management.

Flexible and scalable solution - ensuring investment protection

Workpro Complaints is built on a very flexible configurator tool that allows the system to be developed in line with your changing needs, easily accommodating refinements to business processes, changes to legislation etc.

Features

Fast, Accurate Complaint Registration

Drop down menus, postcode software, clear navigation and context-sensitive input tools all contribute to fast and accurate data entry. New entries can be linked automatically to earlier related complaints and Workpro Complaints records an audit trail of each key action on every complaint.

Consistent, Professional Customer Communication

Workpro can personalise, organise and store all complaints documentation – letters, emails, scanned material, phone notes etc. The use of standard template letters ensures consistent high quality communication and Workpro Complaints links seamlessly with Microsoft tools such as Word and Outlook.

Efficient, Standardised Processing of Complaints

Workpro Complaints uses automated workflow to ensure complaints rapidly progress through an efficient set of procedures. It prompts actions by highlighting tasks to be carried out as deadlines are approaching. Managers can monitor performance and staff can manage workload efficiently.

Sensitive, Secure Handling of Cases

Workpro Complaints includes advanced security features that limit access and protect sensitive data, as well as alerts and notifications useful for appropriate complaint handling.

Support for Continuous Improvement

Workpro Complaints provides management information in standard or ad hoc reports to support performance management. Knowledge management tools, such as History and Precedent searching, ensure past experience can be used to improve current complaint handling. Trend analysis allows organisations to learn the reasons behind complaints and rectify the root cause.