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Customer Complaints Management System

Any complaint about a product or service is logged into the multi-user database and flagged for appropriate attention.

All communications with a customer concerning a complaint are recorded. Hyperlinks point to relevant documents—letters, faxes, emails and so-on—for instant recall of relevant literature relating to complaints handling, when needed.

Complaints database navigation dashboard

Debit and credit amounts are set against each complaint to provide financial analysis of the direct costs to the business of the complaints and of dealing with complaints.

Analysis by product, customer and complaint type is used to head off potential customer-care, manufacturing and distribution problems, and to identify possibilites for improving relationships with customers.


Value to Client

A systematised approach to customer complaints:


Client

An international manufacturer and supplier of fabrics, paints and wallpapers.


System Considerations

Since the System is in the form of a split database, modifications and enhancements can be completed and tested without interruption to use of the live database.

When a new screen, query or report is added to the database, it’s a simple matter to add it to the appropriate list on the Dashboard. This approach overcomes the issue of dashboards which use buttons: that of having to redesigned the dashboard to accommodate additional buttons for new screens, queries and reports.


Complaints Management Software Platform

Microsoft Access with VBA enhancements.

“Statistics suggest that when customers complain, business owners and managers ought to get excited about it. The complaining customer represents a huge opportunity for more business.”

Zig Ziglar, salesman, author and speaker (1926 to 2012).