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TrigoldCrystal CRM: Complaints Management PDF Print E-mail

Manage complaints against users and contacts with in CRM

Under FSA rules a complaints procedure is an important part of TCF. Ensuring complaints are recorded and managed through there process is now an integral part of the CRM product.

The complaints module is broken down into two main areas, the management screen and the detail screen. There are multiple areas throughout the system to record a complaint and these are all held within the single complaints module. Selecting the Complaints link from within the System Management screen will launch the summary screen displaying all the complaints across the network, company or user.

Complaints Management

Search and filtering allows the user to locate any required complaint and the grid allows the user to sort on any of the columns to manage the complaints efficiently. The action menu allows the status to be updated with minimal clicks and also provides access into the Complaint Detail screen, where details can be amended, notes added and documents attached.

Complaints Management

System Launch Points

  • System Management to Complaint Management screen
  • Action Menu in Case Management, link to the Add Complaint Detail screen
  • Where Complaints exist link from Case Details
  • Maintenance portal to Complaint Detail screen

Key Benefits

  • Track complaints efficiently
  • Filter, group and search historical complaints
  • Assign complaints
  • Allocate reference for all correspondence
  • Standard FSA Complaint types
  • Refer to FOS indicator
  • Recommendation following complaint indicator
  • Attach complaint documents
  • Add and record notes regarding the complaint
  • Audit Trail of all actions and status updates