Customer complaints, from the moment the order is shipped to the delivery of the goods, can be caused by defective products, packaging defects, problems with the definition of the azerbaijan email list required order, etc. Based on its experience in order management projects, Esker has been able to confirm that the lack of visibility in incidents has a negative impact on billing, representing up to 12% of the turnover. In addition, by automating the incident management flow, companies can eliminate inefficiencies and added costs associated with manual complaint management.
Total visibility over the process
With the Order Management Automation solution, customer service managers can manage and track customer issues, while maintaining full visibility over the entire order process, from order creation to product receipt. The new issue management tool simplifies and facilitates the monitoring of complaints, as well as their prioritization, resolution and follow-up. All information regarding the order, delivery and potential issues can be recorded and tracked in the same interface and attached to the order.
“This new incident management feature is a direct result of our customers’ demands as well as our agile development methodology,” says Jean-Michel Bérard, CEO of Esker, adding that “by focusing on the intermediate documentation process (such as delivery acknowledgements, confirmation notes, customer communications, etc.), we are able to offer a more complete solution and deliver significant added value to our customers.”
Improving customer satisfaction
Dashboards and activity reports provide customer service managers with a comprehensive view of the order process, allowing them to monitor the quality of service they are providing, quickly analyze customer complaints, and determine the source of potential weaknesses in order management. Other notable benefits include.
