Complaint Management Software

 
While your business is always striving to be the best it can be, mistakes are an inevitable part of operations. No matter what industry you are in, mistakes can lead to disgruntled customers who will voice their concerns via complaints. In order to best learn from the errors that have been made and to maintain good relationships with customers long-term, quality complaint management software is necessary. Our complaints management systems comply with AS/NZS 10002:2014 Guidelines for complaint management in organisations, ISO 9001:2015, and ISO 45001:2018.

MiSAFE’s complaints management software solutions allow you to:

Record Issues

Our software partners offer data entry tools that provide live feedback into your system. Our systems support multiple input channels from web, email, or phone. Issue tracking is easily recorded to ensure your customers receive assistance promptly which keeps your company’s reputation in-tact.

Monitoring

Easily monitor all complaints data through dashboards and case tracking views. This ensures that KPIs are adhered to and nothing falls through the cracks. MiSAFE’s complaints management software allows you to configure your own workflows where cases and tasks can be assigned and reassigned the way you need it.

Case Status

Pre-configured workflows designed to automatically guide your staff through each case based on your company’s requirements for case rectification. Our complaints management software also allows document collaboration if required. Workload management tools, including alerts and reminders, keep everything on track automatically.

Reporting and Information Storage

MiSAFE’s complaints management software systems can accumulate a vast store of case data, all available for search and analysis. Ad-hoc and automatic reports provide robust management information and regulatory data. All information gathered in the system is securely stored in the cloud.

Issue Rectification

Our complaints management software notifications systems allow for prompt decision making. Cases can be linked, flagged as precedents or escalated as necessary based on pre-configured workflows. Resolution outcomes are recorded and categorised for future analysis.

Trend Analysis

It is easy to report, fix, and forget, but it is important to learn from our mistakes or the constructive feedback of others around us. Trend and root cause analysis can highlight recurring issues, common requests or process failures providing invaluable business insights. MiSAFE’s complaints management software solutions allow you to identify trends quickly so you can proactively control the risks before they become too big to handle.