Top 5 tips for implementing an effective Complaints Management System
11 Dec 2018
Dealing with customer complaints effectively is a challenge that presents itself to companies and organisations across the world, particularly those who provide a service to customers.
A complaints management system (CMS) that successfully deals with grievances requires the right mix of people, processes and technology.
It’s not unusual for public sector groups to rely on traditional pen and paper systems when dealing with complaints. This not only presents issues with time, duplication, impeding workflow, but it also poses a data privacy risk.
Read are our top five tips for what you should look out for when the time comes to implement an effective complaints management system in your organisation.
1. Research what you’re currently doing vs. what you want to achieve
Organisations need to understand how they currently handle complaints. By gaining insight and uncovering any gaps in your current practices,you can fully appreciate the unique challenges and responsibilities being faced. An objective of going digital might arise following a review where you discovered that you have bottle necks throughout your current process due to having to manually complete tasks.
2. Understand Your Audience
Customer expectations have changed in line with the advancement of technology. With 90% of the UK population having internet access, it’s never been easier for people to submit a grievance or complaint. With access to multiple communication channels, organisations need to make sure they make themselves available where their audience is.
3. Utilise systems already in place
You don’t need to reinvent the wheel when it comes to implementing a CMS. A common misconception is that you will have to overhaul your entire systems in order to digitalise. Effective CMS’s integrate with apps and software you are already using, simplifying the process for your staff and, ultimately, organisation as a whole.
4. Choose Adaptability and Flexibility
By having a system that is adaptable and flexible you are well placed to deal with future changes or trends that may arise. A digital CMS customised to an organisations specific requirements gives you the best chance at managing complaints effectively today, and developing a system to cope with change in the future.
5. Value the Complaints you Receive
Organisations that use complaints as an opportunity to improve practices and challenge existing behaviours find that the improvements gained are so worthwhile that they actively welcome complaints. An effective CMS allows you to spot trends that can be acted upon and future proofed.