Higher customer satisfaction thanks to process automation
How process automation improves complaint management
Karin (49), Customer Service Manager in a logistics company, has been working in complaint management for many years. Internally and also with customers, Karin is known as the heart and soul of the company. And not without reason – she is always friendly, professional and looks for the best possible solution for both sides. Thanks to her great attitude, she has been able to keep many a customer. The increasing volume of orders, the higher utilization of transport capacities, constant time pressure, outdated IT systems or external factors such as bottlenecks in the supply of raw materials or economic crises and political unrest increase the potential for more complaints.
The increasing number of complaints, queries and the growing workload of the complaints management team made it necessary to review the workflows. In doing so, the processes were prioritized according to their urgency and their automation potential.
This made it possible to implement customized process automations. Workflows were significantly simplified and the user experience for the team was improved. The overview of complaints is better, with all important information visible at a glance. Misunderstandings and queries via the customer portal have decreased significantly.
Our customers are our top priority. It is our job to take their concerns seriously and find a solution to their problem as quickly as possible. The revised processes have proven their worth. The team processes the growing number of complaints in a reasonable time, which, according to the customer survey conducted at the beginning of the year, has had a significant positive effect on customer satisfaction.
Automation in complaint management – a win-win for everyone
Investing in an automated solution for complaint management is a worthwhile decision for any company. It not only contributes to increased efficiency, but also strengthens the brand image and competitiveness. Customers benefit from:
- Faster processing through automated recording and assignment of complaints
- Fewer errors due to standardized processes and automated workflows
- Fast response times, transparent communication and customized solutions
- Improved data quality through comprehensive analysis of complaints and identification of potential for improvement
