Professional complaint management increases the efficiency of sales and marketing activities, supports customer binding and delivers valuable information for product management and improving process quality.

The emphasis of the range of services is the development and introduction of effective instruments and methods for professional complaint management in companies of the power supply industry. Here we support you in the concept and implementation of a comprehensive solution, which apart from the organizational and technical aspects also comprises the motivation of your customers and the development of competence among your employees.

The integration of the solution into an existing management system, e.g. according to ISO 9001:2000 or ISO 14001:2004, is also possible, as well as taking existing regulations into account.

Your situation

• You are searching for possibilities of improving customer satisfaction to achieve long-term customer binding.
• An integrated management system (IMS) is already implemented in your company. For this you want to define complaint management professionally in the area of customer-related processes.
• You want to organize complaint processing to the satisfaction of customers, based on key figures to maintain the defined service level and quality features, and very largely free of subjective influences.
• You are planning in the medium term a change of tariffs or products and expect a more than proportionally high rate of complaints the processing of which possibly cannot be undertaken with the right quality with the available resources.
• You want to detect early on deficiencies and points of weakness the effect of which is apparent by clear relationships (acting instead of reacting).

Our solutions for your success

• Recording and evaluation of the efficiency of the existing complaint procedure
• Specification of goals and future requirements of complaint management and complaint controlling
• Development of a professional complaint management system taking account of the specific requirements in the power supply industry
• Measures for encouraging feedback from customers
• Employee training for increasing competence (communication, conflict handling, complaint processing etc.)
• Development of a constructive conflict management system under specific attention to complaint management
• Regulations for accepting complaints
• Regulations and measurements for complaint processing and reaction
• Complaint evaluation and analysis, complaint controlling
• Selection of software tools for complaint administration
• Support in introduction and process integration of the software tools
• Creation of the corresponding process regulations for complaint management in the existing management system
• Compilation and implementation of the organizational and administrative regulations
• Specifying solutions and accompanying implementation of technical solutions
• Extension of existing CRM[1] solutions or ERP[2] systems (e.g. SAP) by functionalities relevant to company management
• Project management 

[1] Customer Relationship Management
[2] Enterprise Resource Program

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