Hardly any industry faces so many customer complaints as prefabricated building manufacturers.
Viewing customer complaints as an opportunity for further collaboration instead of as a threat is one of the most important tasks within successful complaint management.
the legal department must hold weekly meetings with the departments involved in order to objectively assess customer complaints as the information about customer orders or customer agreements is either in the employees’ mail databases or stored locally on the computers of the employees involved. It is often the case that not all of the information is available at the meeting, so employees in the legal department have to follow up by telephone. Things become critical when the employees involved are on holiday.
Introduction of a CRM system with a customer complaint module in an existing ERP system
In collaboration with selected key users from Sales, Marketing, Production, Assembly, IT and Customer Service, a project was drawn up to specify the requirements on the CRM components of the existing ERP system. The following activities are implemented in collaboration with the team until the project is completed: