SINIC::Dialog: The Solution for Active Complaints Management
Customer Loyality
Active complaints management creates a direct and unfiltered dialog between a company and its customers. Optimum service and perfect attention make customers lastingly loyal to companies. Loyal customers spell security and profitability through repeat purchases and growth opportunities resulting from increased buying frequency and price acceptance.
Competitive Edges
SINIC::Dialog helps you to you record, structure and analyze all customer concerns. It gives you valuable information, direct and at no cost, on the strengths and weaknesses of your products and services. The plain facts as your customers see them. SINIC::Dialog moreover keeps you updated on the level of customer satisfaction. Evaluation of the data acquired supplies the groundwork for market analysis, opportunity management, and product and process optimization. All departments within the company can obtain a current review of the customer's perspective and can respond faster to changes in the marketplace. This all gives you competitive edges.
You pay nothing for the best Market Analysis
Every time a customer contacts you, SINIC::Dialog gathers helpful information for your company. From your customers you receive - gratis and direct - profitable decision-making aids for business management, marketing, sales, customer service and quality management.
Objective
The complaints management system has been created to develop advantages over competitors through improved customer orientation and continuous optimization of operating processes. The software actively supports the alignment of corporate strategy to customers.
The complaints management system serves you to attain these goals:
- Optimum customer orientation and long-term customer loyalty, remembering that satisfied customers keep coming back
- Continuous, cost-efficient market analysis
- Ongoing optimization of products and operating processes
- Major reduction of wasted effort accompanied by improved earnings
- Increased staff motivation in customer care and counselling
- Adherence to central guidelines for margins and problem solving
- Improved customer care and counselling due to ad hoc availability of all information
- Company-wide standard guidelines for all staff
- Constantly updated company-wide information base
- Quick and standardized implementation of new rules set for corporate strategy
SINIC::Dialog Product Characteristics - Software Concept
SINIC::Dialog is the interface between your company and your customers. It is designed for quick logging and structuring of all types of customer concerns in the form of events. Several events can be processed concurrently. All entries you need to make - for example concern type and reason, product, process, intended action and degree of customer satisfaction - can be selected immediately from a catalogue as the dialogue progresses on the phone. While processing the event, the complete customer history can be retrieved. This makes the customer relationship more personal and bonds the customer better to your company. Depending on the event data, the system automatically proposes appropriate action to the processor and defines latitude for it according to company norms. Actions can then be initiated on the spot or the event can be forwarded automatically by the workflow function. Responsibilities and procedures for all actions can be defined in the system, ensuring that customer concerns are always processed through to the end in the quickest time. The result is fast and efficient customer service, experienced live by the customer.
Not only for Complaints
SINIC::Dialog is designed for quick, structured and efficient processing of customers' discontent, wishes and complaints. It records all events that do not fit into the normal course of business, for example customer wishes and suggestions, customer incomprehension of products and processes, specialized queries, positive response by customers (praise), customer discontent or customer complaints.
Structured Processing and Controlling
Events can be recorded at all workplaces linked to the system and can be processed by various departments or persons. Structured, fast processing of customer discontent positively supports your company's customer orientation and service capability. Guidelines and margins for dealing with customer discontent and complaints are defined for all staff, ensuring that they act to centrally set rules of corporate strategy. Evaluation and complaints controlling can be made in the separate departments or at a central point for the company as a whole.
Structured Recording of Event Data
For customer, product, process and subject (problem, wish, complaint, suggestion, praise). Quick recording by predefined standard data for entries.
Processing
- Immediate processing to set guidelines (in context with customer if required)
- Quick processing through predefined standards
- Immediate transmittal of event to offices responsible
- Controlled sequence of processing by defined workflow
- Clear definition of responsibilities
- Defined time frame for separate processing steps
- Complete documentation of entire event
- Automatic escalation if time frame is exceeded
Evaluation and Controlling
- Analysis of weaknesses in products, processes or structures
- Comparisons of complaint frequency for products and processes
- Permanent monitoring of product positioning
- Opportunity management - knowing what customers want
- Objective identification of strengths and weaknesses
- Comparison of regional factors
- Objective, constantly updated tracking of customers' view
- Measurable time for processing and completion
- Cost finding for complaints
- Quick recognition of changes in market factors
- Centralized complaints controlling with integrated escalation
- Review of action initiated
Open System
As a totally open system it integrates fully into all IT systems installed at your company. SINIC::Dialog is based on a client-server architecture, is scalable for multi-user environments of any size, works on standard database platforms, and supports communication with its integrated eMail function. SINIC::Dialog is based on a client-server architecture, is scalable for multi-user environments of any size, works on standard database platforms, and supports communication with its integrated eMail function.