Customer Management
When developing this 5th generation of Q-Pulse, our objectives for Customer Management were to provide a system that can help:
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Maintain a register of customer complaints AND a register of customer compliments. Simplify the capture of issues or concerns relating to the quality of products or services sold or provided to customers and to help ensure each one is addressed effectively and efficiently. Capture customer compliments quickly and easily and make them available for testimonials, endorsements and marketing materials. Report on customer issues collectively or in isolation to assist in the identification of weak internal practices that contribute to one or more customers reporting or tolerating unsuitable products or services. Prepare for customer reviews / audits and manage any resultant actions through to closure. Organisations and customers to work together to develop win/win situations. |
Every customer comment, positive or negative, is valuable. Q-Pulse provides the facility to keep a record of all customers who have made a complaint or positive comment about the product or service they have purchased or experienced. The information can be viewed and analysed and the response time monitored by Q-Pulse; any complaints not being addressed can automatically be escalated for action.
To understand the nature and root cause of the complaint the integrated business mapping tool in
Q-Pulse helps collect, organise and understand information about a specific situation or problem. The graphical grouping and trend reports in the Analysis module assist in spotting problems or weak practices from across the business and can help with the solution to individual issues.
It is essential to keep customers informed throughout the process, Q-Pulse provides the mechanism to remind you in those situations and eliminate the chance of human error and forgetfulness.
Conclusion
We are delighted with the flexibility and capability of the Customer Management module within
Q-Pulse and see it as the vehicle that allows the organisation to develop strong relationships with customers, even in times of difficulty.
