Why recording complaints is not the same as managing complaints

Feb 02 2015, White Paper

Don’t Just Fix It – Sort It!

Many organisations initially adopt a spreadsheet system for recording complaints. Those with CRM systems sometimes record complaints on there. But we contend that complaints are “special” and that an ordinary CRM cannot handle them.

There is much more to handling complaints than coming to a mutually satisfactory closure of the issue. It is not even just about compliance with rules and regulations, though of course that is important too. A complaint is an opportunity to learn how to do business better. And we believe that you can’t make the most of that opportunity by using an ordinary CRM.

Why not?

Well, take a look at the five levels (so to speak) involved in managing complaints...

Download Resource

Please fill in the required fields to gain access to this resource. This will be used to send a download acknowledgement email, but will not add you to our marketing lists. Please view our Privacy policy.

Would you like to receive occasional Workpro product news? If so, please indicate your area of interest in the tick boxes below (you can unsubscribe at any time, see Privacy policy):

HR Case Management News and Product Updates Complaints Management News and Product Updates Ombudsman and Regulator software News and Product Updates Other Case Management News and Product Updates