Customer Complaints

The Customer Complaints solution from ExtraView offers a centralized and secure platform designed to handle customer complaints efficiently. It facilitates the receipt of complaints and the storage of all related documentation concerning investigation, prevention, and correction of problems. Users can report on and search through any complaint data related to their organization.

This system provides the ability to set up audit trails and alerts for complaint handling through a predefined process, enabling organizations to establish Service Level Agreements (SLAs) and monitor their performance indicators effectively. Complaints can be managed through appropriate escalation procedures based on specified criteria, with automatic email updates dispatched at critical workflow stages.

Key Features

• Web-Based Access: Operates with standard web browsers without the need for client-side software installations.
• Point-and-Click Configuration: Supports multiple forms and business scopes within a single database with custom fields and user roles.
• Workflow Management: Allows workflow definitions per role, form, and project, along with easy administration for validating processes.
• Comprehensive Reporting: Capable of generating various report types such as column, summary, matrix, and more, with formats suitable for multiple document outputs.
• Audit Trails: Provides complete, visible audit trails with time-stamping and user annotation for all form changes and access records.
• Notifications: Facilitates automatic and rule-based notifications via email, enabling scheduled report distribution.
• Security: Implements field-level security permissions with definable password policies, electronic signature capabilities, and role-based access controls.

This platform assists in consolidating multiple systems into a unified management structure to enhance health and safety compliance significantly. It ensures timely management of actions, tasks, and reviews, centralizes safety data for improved operational efficiency, and maintains high-quality information for use by staff. Additionally, it standardizes risk assessment practices across organizational operations.