Shown Below are the Actual Software Screen Shots with no size reduction
COMPLAINTS TAB (The initial tab used when entering the Customers Complaint)
|
Features:-
1. Suitable for any type of business that handles Complaints, repairs, returns and stock control
2. Built in processes takes the worry off key staff
3. Online Tutorial available at any time
4. Process complaints
more quickly and efficiently
5. Know how your profits
are being affected and
from which department or
individual
6.
Easily identify recurring issues
7. Keep track of carrier
charges
8. Automated process of
responsibility
9. Customer Satisfaction
10. Training done online
11. Installation online
12. Up to 1000 concurrent users at any one time
13. Better Quality Control
|
- A/C Name Picks up Existing Trade or Domestic Customers details and inputs automatically onto the complaints form
Product Type is a Self Generating List of Products that your Company Manufactures
Pick from the Company Product List the Item for Complaint
Description of Complaint is a Memo field for the Actual Complaint for great detail and reference
Order Reference if you had initially given out a Job or Lead Number
Action Required is Self Generating which means that whatever type of work you generally do, it will always be remembered here
Authorised By is also Self Generating and will remember your Authorisation Names
- Quick Find Buttons on the bottom of the Complaints tab form will allow the Company to find any Complaint Instantly based on:-
- CC Number which is the complaints number
- Cust ID which is the Trade Customers A/C ID or in the case of a Domestic or Retail Customer the Initial Lead or Enquiry Number
- Company allows the user to find all records associated by a particular company name
- Product Type allows the user to select all records where repairs have been done on a particular product type. Very useful for analyzing costs and fault trends
- Order Reference is used to find a Complaint based on a factory order number or internal order number that you made or sold the goods on
- Phone No asks the user for a customer phone number and selects any record that carries this phone number
- Operator is used to find all complaints entered into the system by a specific operator which is useful in finding out how many complaints are entered each day and by whom
Print Complaint is a copy of all details of the complaint entered onto the system to allow the Job Complaints process to begin within your departments
|
CC No Inserts a Complaints Number and Complaints Date and is Automated
Operator Identifies which Staff Member took the Complaint
Collection check out is mainly for when a customer wishes to collect his item or not
If a customer wishes to have his goods delivered then a Delivery Charge may be levied against the company or individual
Department will be the
Department Responsible for overseeing the work to be done for this particular complaint and the Person or Persons Responsible
|
 |
Print Complaint is a copy of all details of the complaint entered onto the system to allow the Job Complaints process to begin within your departments
"Seek to Delight Your Customers" |
COLLECTIONS TAB (Used when the customer’s goods have to be collected)
|
Customers Details are defaulted to the information entered onto the Complaints Tab, however the details here can be overridden if required. For example if the customers Item has to be collected from a different address which may require a different contact name and telephone number
Comments memo field to allow you to put any special instructions onto the collection note for a courier or a in house van driver
Carrier is where the staff would put the method of collection i.e. a courier service or a internal pickup
Arranged By is there so that you know who arranged the pickup with the courier
Attention Of is the person or department that this email or faxed document will go to when completed
|
 |
Quick Find Buttons on the bottom of the Collections tab form will allow the Company to find any Collection Instantly based on:-
1. Collect Name is the name of the Company or Person that the Item(s) are being collected from
2. Collect Date is the Collection date that goods will be collected on
3. Consignment Number is the allocated consignment number that the courier should have collected the goods on
Email Authorisation allows you to email the customer to accept the repairs or replacements of the goods and must fax back the signed copy to you the company
"Manage Customer Expectations"
|
 |
Print Collection Request allows you to either Print and Fax the request or Email the Request to the courier
Parcel Qty for information to the courier of how many parcels to collect
Collect Date when you or the Customer expects the parcel to be collected
Consignment No this is when your courier gives you a consignment number for this specific collection and this field is used to store the number against this collection
.
|
INSPECTION TAB (Used when the customer’s goods have been collected or delivered and are now ready for Inspection by the appropriate staff member)
Foreword!
When the Collected or Delivered item has arrived, the person or persons inspecting it must decide if the delivered goods are:-
-
No Charge Repair
-
Chargeable Repair
-
-
Return to Supplier
-
Send Customer a Covering Letter
|
"Does Your Company Measure Up to Your Customers Expectations?" |
 |
If the Goods Inspected is a No Charge Repair then all costs are borne by you the Company and a No charge Repair Work Sheet is raised
If the Goods Inspected is a Chargeable Repair then all costs are borne by the Customer and an Authorisation for Repair form is sent by Email or Faxed to the customer for their Authorisation, after being Authorised the Repair Work Sheet is raised
If , after Inspection, the customer needs to be Credited then all costs are borne by you the Company and the Original Invoice / Job Number must be Credited for the accounts department. Thereafter a Credit Authorisation Card is raised for this Job |
In all cases a Job will not be started without proper Authorisation…
- Inspection Report Details is a memo field to input the Inspection findings
- Inspected By is the name of the person inspecting the goods
- Action Required is as above - the decision making process to decide who pays for the actions necessary to end the complaint
- Check Out Box - If Chargeable used to enable a chargeable Repair Form to be printed and allocates a chargeable number with Costs to the customer shown and recorded
- Check Out Box - If Credit Is Required used to enable a Credit Return for this customer including:- Credit Note Number, Credit Value Ex Vat, Original Invoice Number and Invoice Date which allows the printing of a Credit Authorisation Form
- Reason For Return is used to Identify how the Complaint Occurred and is used by the software to Analyse these details for problematic manufacturing problems. A drop down list is self generating
- Repair Details is only used if a repair is necessary. This information is shown in detail on the repair card
- Despatch On is the date that the goods are to be delivered or collected
- Check Out Box If Charge Accepted is checked out when the customer accepts the charges that they have had notification of.
- Acceptance Date this is the date that the customer has informed you about acceptance
- Print Authorisation for Repair customer can be emailed or faxed with this form which includes all costs to them including what remedial action will be taken to end the complaint.
- Cost of Repair is either the cost to you the Company if you are liable or the cost to the Customer if they are liable, similarly with the Carriage Cost
|
"Really Know Your Complaints Processes" |
 |
Print Credit Authorisation if indeed a credit note has been requested then all details, for customer and accounts department alike, will be included including credit values and reasons for credit being given
"Use Customer and Employee Input to Design processes" |
 |
Print Repair Card depending on the repair criteria as noted earlier a repair card with all instructions and costs is printed or emailed
"Use Technology to Support and Improve the Complaint Process" |
 |
Print Repair Card depending on the repair criteria as noted earlier a repair card with all instructions and costs is printed or emailed
"Practice Continuous Process Improvement" |
ACTION TAKEN TAB
(Used when the customer’s goods are awaiting collection. Details can be recorded in case there are any problems with the carrier or customer) |
|
|
Actual Date Of Despatch is when the carrier or others did or did not collect the goods
Action Taken is only there to provide you with a memo field to input any areas of concern regarding your carrier
Additional Comments is only there to provide you with a memo field to input any areas of concern regarding your customer
Quick Find Button – Date 1.Despatched allows you to find Jobs for despatch by date
Check Out Box If Complaint Closed once the complaint has been closed all you have to do is check out this box and put your name into Complaint Closed By
Transfer Closed Complaints this in effect will allow you to transfer the full Complaint Record into the Complaints Closed Module so that all you will see are the open complaints and nothing else
|
REPORTS TAB (Analyse Complaints and Collections)
Identifies product problems of any type
|
Current Complaints Received a report filtered by a start date and end date that you input. This report shows you all current complaints within your selected date range and gives you details on all complaints and costs to your company. |
This report shows you all outstanding complaints within your selected date range and gives you details on all complaints and actions to be taken by your company. Identifies product problems of any type
|
Complaints Outstanding a report filtered by a start date and end date that you input. |
The field Responsible on the Complaint Tab will be empty to enable this report to run
|
Authorisation Outstanding a report filtered by a start date and end date that you input. This report shows you all current complaints within your selected date range that have not yet been authorised by the responsible person. |
Identifies carrier problems over time periods. The field Actual Date Of Despatch on the Action Taken Tab will be empty to enable this report to run
|
Outstanding Collections a report filtered by a start date and end date that you input. This report shows you all outstanding collections within your selected date range and gives you details on all consignment note numbers and actions to be taken by your company. |
|
Current Complaints Open a report filtered by a start date and end date that you input. This report shows you all current complaints still open within your selected date range and gives you greater details on the complaint and costs to your company. Identifies product problems, supplier problems & fabric or component faults of any type |
PHOTOGRAPH TAB (Take a photo of the item and import into the complaints form)
 |
Inspection Picture a photo import section. Simply take a photo of the damaged or repaired item and import the image into its correct complaints number. Great for returns to suppliers or persistent customers who are at it!
"Buy This Effective Complaint Management Process Now using Pay Pal" |
Sage Accounts can be Fully Integrated with the Complaints & Repairs Module.
Microsoft Excel accepts exporting from the Complaints Module..
Pocket PC Integration
You won’t find any better Complaints Management Software at this price !
Price per User License is £29.00
Contact Jim now to have your Complaints & Repair stand alone program Installed via the Internet
Telephone: Mobile 077806 13157 |
|
