MS Power BI#
Complaints are neither popular with customers nor suppliers. They essentially point to shortcomings in the product development process, in manufacturing or logistics. On the other hand, they offer an opportunity, through relevant analyses, to enhance one’s products and processes.
Therefore, it’s crucial to systematically capture and evaluate complaints. The analysis can offer insights on how to refine products and processes, ultimately leading to increased customer satisfaction.
Triggering Complaints#
Allegra offers a special, very user-friendly service interface, which can be effortlessly integrated into your existing website. This allows your customers to easily lodge complaints, and as a supplier, you can address customer concerns promptly and efficiently. This ensures a seamless and consistent flow of the complaint process, saving both time and money. You can simply track initiated corrective actions through the central action management system.
As a customer of your suppliers, you can track your complaints via the same system. This way, all employees involved within the company can utilize the intranet to record new complaints, manage tasks or corrective actions, and monitor the status of ongoing complaints.
Incorporating ERP and CRM Data#
You can link a complaint to a serial number or product number from your ERP system. This way, for instance, you can determine the age of the affected product, assign replacement products for discontinued items, or identify the address of the complaining customer.
Implementation#
To implement a service and complaint interface, follow these steps:
If not already present, establish types for various customer inquiries, such as “Ticket”, “Question”, or “Complaint”.
Determine the data to collect and process for each inquiry, like product type, serial number, etc. If such an attribute does not exist, create it.
Design input forms for each type of inquiry.
Create an area type “Servicedesk” of type “Helpdesk”. Activate the desired inquiry types for this area type.
For each inquiry type, assign permissible states like “New”, “Being Processed”, “Waiting for Feedback”, or “Completed”. If a state is missing, add it under
Customize > Lists > States.Construct a workflow for each type of inquiry.
Now create one or more sections of the “Servicedesk” type that you initiated in step 4.
Formulate a “Customers” group that auto-includes all newly registered users. Assign this group a specific role for respective sections so they can create inquiries and manage their own.
Optionally set the informational text on the login page for the service interface at
Server Management > Login Page Text. Select the application type “Service Desk”.
By doing so, you have set up a robust complaint interface. Later on, you can craft dashboards with KPIs for the complaint process to, for example, observe response and processing times of complaints.