Morphis BV

Every company has to deal with complaints at some time or another. An Internet provider has been struggling with complaints processing for some time. Two years ago, the company developed a clear procedure: after a complaint is received, the client will be sent a general response within two days. Within eight days, a concrete solution will be found. Still, a great deal remains intangible. In fact, the company has no way of finding out how many complaints are filed, and it is also unclear which specific complaints occur most often. The Internet provider is aware that they are missing out on opportunities. If a complaint is handled properly, you can actually cash in on the goodwill this generates.

Problems

• Despite the fact that there is a clear procedure, the Internet provider does not know whether complaints are being handled according to procedure.
• It is not clear whether clients are satisfied with how their complaints are being handled.
• Since there is no way of overseeing the content of complaints, complaints cannot be avoided.

Solution
Notation and registration is the foundation of every complaint procedure. By using ProcessRunner, deadlines can be indicated in a timely fashion. Moreover, reports can be created automatically, which means no more guesswork when it comes to the number of complaints and their content.

Results

• ProcessRunner helps companies carefully monitor the handling of their complaint procedure. The number of outstanding complaints can be monitored, while deadlines are noted.
• The number of complaints, their content and handling time are registered. This makes a more adequate           response to complaints possible, and measures can be taken to avoid complaints. Backlogs can also be       addressed in time.

ProcessRunner offers an end to the randomness with which complaints are often handled. A complaint is a PR instrument that can help increase client satisfaction.