Customer Complaints Management

Effectively handle customer complaints and reinforce brand image

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  • Fast-track Complaints Resolution

    Multi-channel capture and auto-routing of complaints for faster resolution

  • Standardized Communications

    Deliver consistent and timely communication on complaint status to all stakeholders with standardized templates

  • Transparency and Compliance

    Continuous monitoring of complaint status ensures complete case visibility and better compliance

Brochure: Transforming Businesses with Newgen’s Intelligent Business Process Management Suite

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Newgen Customer Complaints Management Solution

Reaching out to customers for addressing their concerns gives organizations another opportunity to reconnect with customers, reinforce brand image and revamp services. Organizations enable registering of complaints through web portal, email, social platform, voice etc. Complaints cases need to be tracked, monitored, resolved & closed within TAT.

Newgen Customer Complaints Management Solution provides a single unified Case Management based framework that can help in capturing, recording, tracking, escalation and resolution of complaints across the organization. It helps in facilitating collaboration between departments while providing a single view of individual cases for efficient decision making and prompt action.

The solution addresses the need for efficiently handling exceptional cases where resolution need not always be as per the laid down rules. The system is agile, allowing caseworkers to make intelligent decisions based on an understanding of the situation. The Case workers get contextual information and insights on related cases at the right time which helps in fast tracking the resolution process.

Key Features of Newgen Customer Complaints Solution

Flexible and agile platform

  • Case Management Framework is built atop BPM, DMS and CCM core
  • Case Management lends flexibility to the solution
  • Underlying BPM core makes the solution agile

Manage content and data seamlessly

  • Multi-capture intake and archival of content
  • Unified case file interface for access to data and documents
  • Creates secured vault of information

Gain insights for smarter and informed decisions

  • Access to contextual information during the decision process
  • Powerful Rules Engine for making decisions and adjusting to process fluctuations
  • Get real time ad hoc reports and case pattern

Ensure better compliance

  • Routing of cases based on the nature of complaint, SLA and regulatory adherence
  • Capture audit trails & logs

Request A Demo of Customer Complaints Management Software

As an organization, you intend to deliver top-class products and services coupled with superior customer experience, each and every time. However in the real world scenario, things go awry.

Newgen Customer Complaints Management Solution provides a single unified Case Management based framework that can help in capturing, recording, tracking, escalation and resolution of complaints across the organization. Its benefits are:

  • Expedite Workflows
  • Complete Tracking and Visibility
  • Gain Operational Insights
  • End to end management
  • Standardized communications