Complaints Management

Competitive pressures are forcing organizations to change the way they handle, manage, and respond to customer complaints. In certain industries, government regulations also mandate that organizations track and report all issues related to quality and take appropriate follow up actions to prevent recurrence of incidents.

MetricStream Complaints Management module is a comprehensive solution for managing complaints from customers, channel partners and even within departments. The real-time visibility provided by MetricStream enables organizations to track each complaint through its lifecycle from initiation to closure - following the appropriate process to ensure that nothing slips through the cracks. The powerful analytics and reporting capability with graphical dashboards helps managers to perform trend analysis and spot recurring problems to drive root cause analysis in a timely manner. Based on a complaint, managers can also trigger internal or supplier corrective and preventive action.