A leading global manufacturer of commercial vehicles, operating multiple production facilities worldwide. Their product portfolio, including trucks, buses, and specialized equipment, serves the distinct needs of the mining, construction, and passenger transportation industries. Designed for superior performance, their solutions are continuously adapted to meet the dynamic demands of these sectors.
A Need for Change A significant challenge arose in efficiently managing customer complaints across a large network of service centers. Monitoring, prioritizing, and assigning cases to expert service engineers became increasingly difficult. Urgent cases were slipping through the cracks despite having a well-defined process and efficient systems. It resulted into extended resolution times and increased customer dissatisfaction. Softude’s Role To address this issue, Softude developed a Complaint Management System – a robust tool to revolutionize the entire complaint-handling process. Our compliant management system automatically assigns the complaints to relevant departments based on a predefined escalation matrix. Its user-friendly dashboard provides a comprehensive overview of complaint statistics, including categorization, origin, and the number of cases opened, closed, dropped, or escalated. This streamlined approach enables our client to handle the increasing volume of complaints with enhanced efficiency and precision. Faster Response Cases Resolved Reduction in Complaints Storing complaints, summaries, and their status at one place promoted collaboration across various departments. Categorizing and prioritizing complaints eased the identification of repeated complaints and their root cause. Automated ticket assignments ensured prompt attention from the right departments and experts, streamlining case resolution. Complaint stats enabled smart decisions with insights on resolution success and improvement areas.
How a football training mobile app fueled fans' passion through online gaming tutorials. The ultimate solution for managing digital Ad campaigns across multiple locations with our innovative platform. Top caravan repair specialist saved 60% of inventory cost with RV administration system. Let's work together to bring your ideas to life and make a positive impact on your customers.
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Benefits in a Nutshell
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Access & Collaboration
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Root Cause Analysis
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Faster Case Resolution
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Data-Driven Decisions
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