PriSat - Complaint Management Solution

This solution helps customers easily deal with their complaints through one call and internet access to the contact centers of enterprises and public institutions at once. It provides high-quality complaint service that customers are impressed with through the integrated work system of handling complaints, such as tracking of handling complaints, management, and linkage between departments. It also offers agents the optimized work environment.

[Features]

• Integrate mixed channels by department and on/off-line
• Handle Call, Visit, Homepage, Fax, E-mail, Statistics, etc. on the system
• Handle Reception, Handling, Statistics, etc. on the same system 
• Support cooperation and interaction between departments
• Convenient for registering VOC anytime, anywhere by integrating contact channels
• Standardize the service by the construction of standard VOC handling process
• Efficient VOC handling using the information that was handled, accumulated, integrated and shared
• Accumulation of VOC cases and History management
• Job manual, FAQ, Data Room, Case Registration, etc.
• Dashboard Function (Schedule mgmt., Performance mgmt., Bulletin board, etc.)
• Screen flows that considered work process
• Structured system design
• Share the VOC information by the connection with related system
• The complete implementation of linkage with the legacy system
• Utilize various channel systems with simple operation
• A variety of statistics according to the types of complaint / cause / action
• Support the task improvement based on accurate analysis statistics
• Eliminate manual tasks by automating report management

[Expected effect]

For companies

• Establish the process of quick receipt and response by integrated management of VOC

• Improve productivity of VOC task by standardization of processing VOC

• Support the best decision- making by understanding and analyzing the information of customers and VOC processing

• Satisfy customers through the process that manages customer’s need and improves the problems 

For customers

• Optimal service through improving customer service

• Customized answering service by organization responsible for processing by the VOC type

• Easy to deliver VOC anytime, anywhere

• Policy decision-making that reflected customer’s need

For employees

• Improves the service mind to customers and positively changes the mind to service work

• Fair and appropriate assessment of VOC processing history

• Reduce processing hours and workload through the simplification and systematization of work process.

• Improve and specialize the abilities of workers through the application of accumulated information .