Feedback is a comprehensive, configurable system for managing and responding to customer complaints, comments, compliments, requests, feedback and corrective actions
A new version of Feedback is available from Autoscribe for both web and desktop deployment.
With many companies adopting sophisticated total quality management systems and seeking ISO accreditation, the requirement to receive, record, track and respond to customer complaints is essential.
Using Feedback, companies can remotely or locally log customer complaints into a relational database available for everyone to read and respond to.
Feedback is unique in this market sector as it can be easily configured to precisely meet your user requirements using the powerful suite of configuration tools.
Autoscribe's configuration tools require no coding or basic scripting to precisely match you business and user requirements.
Screens, including menus, may be designed to suit requirements and the terminology can be easily changed that relevant to the business.
All screen, menu and database items may also be translated into the language of your choice.
A single configuration utility allows you to choose whether to deploy screens over the web and/or over your WAN or LAN giving your users an identical user experience.
As part of the implementation process Autoscribe will configure the system (including all screens, menus and security) according to your requirements.
Subsequently, changes can be made by either Autoscribe or a designated trained user, as business needs change.
This ensures that Feedback remains in line with current requirements / business needs.
Please note that no custom coding or knowledge of programming or proprietary scripting languages is needed for system configuration.
Feedback is designed to track and trace the status of a complaint from notification through to resolution the software also assists in identifying spurious claims from serial complainers.
Customer comments and compliments can also be captured.
Feedback also has the potential to cut fraud, identify acts of extortion and deliberate product contamination, and to highlight production faults that are leading to repeated complaints.
The system deals with every aspect of complaint management.
For example, it can be linked to word processing packages to facilitate the production of standard acknowledgement letters and SOPs / OPs and to other packages, such as image capturing software, which will allow a photograph of the faulty product to be linked to the relevant complaint.
Other documents such as certificates, results of complaint investigations etc.
may also be captured.
Where complaints might lead to court action, adverse customer or government department image, the system assists in maintaining the full traceability of evidence, a factor which may prove vital in establishing and providing a defense.
Examination / testing regimes and associated costs can be applied to the sample, product or service that has resulted in a complaint where relevant.
The testing regime can be assigned automatically or on an ad hoc basis.
Results are easily compared against expected values and specifications.
Once completed, these findings can be easily incorporated into reports, including invoices for the customer and the complainer.
Statistical analysis including key performance indicators (KPI's) can be applied to the results of several tests / examinations to identify trends in complaints, or steps that may need to be taken to prevent the recurrence of a specific problem and to improve customer service and happiness and product / service quality.
