Complaints Management

Driving Complaints to Resolution with Effective Processes

Singularity’s Complaint Management solution enables you to transform how you manage and resolve complaints. The solution automates the capture and routing of complaints, maximizes the productivity of front-office staff and provides you with a consolidated view of performance including average time-to-resolve and overall throughput.

Complaint management is a critical but time-consuming task for many client-facing organizations and government agencies, and the process can be expensive both in direct and indirect costs. Singularity’s solution streamlines the full cycle from capture to closure and helps transform the service you deliver to your customer.

Highlights

Highlights of the Complaint Management solution include:

• Fast and accurate capture and classification of customer complaints
• Automatic routing of complaint cases to the most appropriate staff based on subject, classification, staff skill set and availability
• Tracking of complaints in real-time from capture and initiation through investigation, reporting and closure
• Integrated communication across a team to resolve a complaint in the most timely manner possible
• Enforcement of compliance to best-practice processes
• Drives work to completion and ensures milestones and performance targets are met using workflow, alerting, notification and escalation
• Operates standalone or integrated to front office CRM