Area of application

Complaints management

Handling complaints is often part of the responsibilities of long-term employees who are adept at handling return requests and complaints and are considered experts in their field by other colleagues.

However, this tactic has a particular disadvantage: as soon as the aforementioned colleagues are on vacation or absent due to illness, the remaining colleagues often do not know enough about the complaint process and are therefore unable to give customers specific information about their complaint.

However, this need not be the case; with AvERP, all authorized colleagues can access all information and process details regarding specific complaints and returns using a single complaint number (abbreviated as RMA no.). This ensures that all colleagues can stay up to date at all times, independently of one another. Consequently, integrated complaint management software allows all necessary processes to be defined within the system and subsequently analyzed.

What is complaint management?

Complaint management refers to all measures taken to handle a complaint from a customer or supplier. This includes, among other things, the planning, implementation, and monitoring of the relevant measures.

Difference to complaint management

While claims management deals primarily with defective products, complaint management also addresses any complaints related to the service sector. Complaint management can alternatively be referred to as feedback management.

Both claims management and complaint management aim to restore customer satisfaction following a problem, thereby securing customer loyalty. Consequently, these two management systems can lead to the long-term identification and optimization of errors within a company’s internal processes and project execution.

Objectives of complaint management

Early detection of quality issues and initiation of corrective measures
Root cause analysis and continuous process improvement
Reduction of internal process costs
Clear management and tracking of supplier and customer complaints
Long-term improvement in customer satisfaction

Complaint Management with AvERP

Choosing AvERP offers a range of benefits for your company. One of the major advantages is the simplification of internal processes.

For example, you can transfer existing data into AvERP and immediately use it for further complaint processing. This ensures that all important complaint data is always available to you in one central location.

The license-free ERP system for small and medium-sized enterprises.

Advantages of a complaint management system

According to experts, a digital complaint management system offers a multitude of advantages. The most important benefits are summarized below.

Efficiency and overview

Standardizing the recording and structuring of all complaints generally reduces processing time as well.
Consequently, complaint management within the ERP system enables prompt handling by customer service, as information can be provided more quickly.

Optimization

In general, efficient complaint management also helps to highlight issues within your internal processes. In this way, digital complaint management leads to continuous improvements within your business in the long run.

Standard complaint management functions in AvERP

8D report functions

AvERP supports you continuously throughout the entire 8D process, ensuring that every detail is taken into account. An 8D reporting function enables efficient analysis of your complaint data, leading to a significant improvement in your quality assurance. Furthermore, you can utilize various types of deviations and attach custom supporting documents to them.

Identification of cost factors

Modern software solutions like AvERP feature various highly configurable analysis tools that regularly monitor and investigate all costs associated with rectifying defects, providing replacements, and optimizing processes. By leveraging these analysis and evaluation capabilities, you can quickly generate clear, well-founded insights into the costs associated with all complaint-related matters.

Automatic customer data matching

In addition to standard functions such as master data import and the export of complaint-related costs, AvERP also enables the import of order data, including batch information. This ensures that the relevant orders and serial or material numbers can always be linked to a specific complaint. Combining these systems guarantees maximum efficiency.

Task and action management

Structured data capture enables all authorized AvERP users to access the information immediately. This ensures an interconnected system that allows for the involvement of all relevant parties. Additionally, a scalable task management tool is available within the system.

Is AvERP suitable for my company?

In recent years, a multitude of different software systems have been developed, each offering different functions and advantages. As a result, many companies often don’t know which aspects to consider when choosing a software solution.

The following questions and measures can help you with your software decision:

Recherche

Before choosing complaint management software, you should conduct thorough market research. This way, you can gather all the necessary information about the functions and capabilities of the various software programs in advance.

Questionnaires

Check in advance whether your chosen software system allows for the creation of paper-based or web-based questionnaires for active complaint management.

Reminder and warning system

A good ERP system should feature a so-called alert system that keeps you up to date on the status of processes at all times and reminds you of deadlines in good time.

Data protection function

In today’s environment, data protection decisions are becoming increasingly important for companies. Therefore, you should check in advance whether your preferred software can be used in compliance with data protection regulations. Are there automatic search functions for personal data records? Can data retention periods be easily configured?

Depending on your industry and the size of your business, there are numerous other criteria to consider when selecting a complaint management system. With the sophisticated complaint management capabilities of AvERP, you benefit from a wide range of advantages and insights derived from data across individual records. We would be happy to provide you with a detailed personal consultation regarding our complaint management solution in AvERP. Please feel free to contact us.