A leading insurance company was struggling with managing customer complaints.
Customer complaints were captured using website form and emails to customer support and then dealt with manually. It was difficult to track trends, resolution time, escalations, root causes and corrective actions taken.
"Mishandling a complaint from an unsatisfied customer due to lack of a proper systems was our biggest risk."
Flexy to the Rescue!
Customers can now enter a complaint directly into a flexy form or data can be pulled hourly from emails and website form. Based on type of complaint, the case flows through respected departments until its resolution. Reminders are set up to in case the complaint was stuck in a particular department.
Dashboards are available to track complaints by departments, root causes and trends. Needless to say there are satisfied customers out there!