DatacomCare Feedback Process

This business scenario outlines the process of accepting, recording, and resolving feedbacks or complaints in the service call centre. The service call centre speeds up the process and enables us to provide a higher level of customer service.

One touch point for receiving feedback from the customer is the Interaction Centre. It covers all the process requirements supporting a complete complaints procedure, in which enabling us to document and log complaints so that we can track the process at all times, displaying up-to-the-minute information at the touch of a button. When a customer contacts our Interaction Centre, via phone, fax, e-mail, or web, our teammate can easily manage and process information about the customer across all touch points and communication channels.

All relevant information about the customer, such as activities, sales and service orders, and previous complaints will be shown in our system. After the customer communicates his problems, our Service Executive identifies and records the reason for the complaint or feedback. With the ability to track whether this kind of problem arises frequently, our Service Executive can searches for a solution to the problem described.

After documenting the feedback, we triggers follow-up actions, such as carry out quality control tasks, deliver replacements or create credit memos or return requests. We may also schedule a call to the customer later on to make sure he is satisfied with the solution provided. We will create a document with reference to a sales order, thus empowering us to track the interaction at a later point as the system automatically triggers the necessary logistic processes. After having ended the contact with the customer, we will wrap up the interaction by documenting the contact, thus completing the feedback process.