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Complaints management has of an internal and an external dimension. The external dimension relates to customer communication, i.e. collecting customer complaints and communication of the status of corrective actions and finally the solution. This external dimension can be handled preferably within a Customer Relationship Management system.
The internal dimension is the corrective process as it performed within the organisation. Containment actions are the immediate remedy that is provided to the customer to return to customer satisfactory as soon as possible. Corrective actions have to remove the cause of the concern whereas the preventive action has to prevent the re-occurrence of the cause.
The following figure shows by example how the corrective action system of CAS9000 can assist your complaints management. For information on CAS9000 please click on the CAS9000 link.
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CAS9000 Complaints Management Software
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| CAS9000 | Customer Relationship Management |
