Issue

Each firm receive customers complaints by differents channels (paper, web, fax, phone, physical reception). They are usually handled manually which has the effect of slowing down processing times, inducing forgetfulness, loss of documents and source of customer dissatisfaction.

How can a company in a simple way treat all claims in the interests of efficiency and optimization of the customers relationship?

Answer : Acropolis complaints management

- Manage Complaints since their arrival until their treatment
- Digitisation of letters individually or by batch
- Recording of mails, calls, reports of physical interviews
- Manage workflow of complaints between the departments concerned by treatment
- Indexing by thesaurus and descriptors (customer’s type, reasons of complaints...)
- Classification of complaints in electronic files
- Relationship between complaints, customers / claims and answers
- Historic of Customers Relationships
- Archiving of claims
- Fast searches : multi criterion, full text, depending on the context...
- Access to claims from any computer with an Internet connection or a mailbox

YOUR BENEFITS

Global simplification of claims management
Transmission and management of a single version of documents
Clarification of exchanges between concerned departments / users
Decrease of costs thanks to the acceleration of trades, simplification of tasks, quikness of research
Volume reduction of paper used
Knowledge of customers and relationships
Increased dialogue between departments / users
Improvement of customer satisfaction



Acropolis corresponds to Sarbanes-Oxley law.