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Active complaints and grievance management

COMPLAINT ASSISTANT (MR.KNOW)

Active complaints and grievance management

Version:  10.01

 
 
 
 
 
 
 
 
Demo version
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COMPLAINT ASSISTANT

The assistant improves your services through active complaint and reclamation management and a process-oriented approach. Increase your image and the associated sales potential. The COMPLAINT ASSISTANT allows systematic recording via web-based forms or manual input masks that are specifically tailored to your company. Through defined processing rules and escalation levels, no complaints or claims are lost. COMPLAINT ASSISTANT is created on the basis of the notation BPMN 2.0 and can thus also be flexibly adapted and documented.

The COMPLAINT ASSISTANT offers the following options, among others:

  • classification of complaints and graphic status overviews (error, cause, measures)
  • ative complaint and reclamation management incl. case processing, digital case folder, ticketing and workflows

  • process portal with department-specific masks e.g. for call centre, sales, marketing, product development, management and flexibly definable process steps

  • complete infrastructure for recording, distribution, processing and controlling

  • continuous processing of all input channels, e.g. mail, fax, e-mail, web form, telephone, etc.

  • electronically managed checklists and systematic logging and evaluation of procedures

  • 8D methodology is supported

  • definition of any number of rules, e.g. maximum response times, processing steps, processing according to type of problem, processing staff, etc.

  • customer data reconciliation with CRM possible

  • creation of paper- or web-based questionnaires for Active Complaint Management

  • integrated cockpit functions, control panel and vulnerability analysis

  • freely designable masks and user guidance

The assistant supports the (GS1) ftrace interface / platform, but also provides numerous other interfaces such as Oracle, SAP, IBM, MS Dynamics Nav and DMS. COMPLAINT ASSISTANT can be extensively expanded to include Quality Assurance Process, Contract Management, Marketing Processes, Emergency Management, Risk Management and many more.

This process-oriented software solution is intended for companies that are not looking for a standard software for complaint and reclamation management, but for a solution tailored to the specific requirements of the company.

Request a quote! 

Interfaces:

Middleware
RestAPI
Webservices

Target groups:

Trade, tourism, IT, production, automotive, administration

References:

You will find well-known references on our website

Contact:
Send message
Links & Downloads:
Request online demonstration
request meeting
Software exposé
request URL

Functions (excerpt) of COMPLAINT ASSISTANT (MR.KNOW):

8D report
Department-specific masks and processes
Views
Order management
Automated messages
User management
Report management
Complaints
Order management
BPMN 2.0
BPMN 2.0 workflows
BPMN 2.0 interface
Checklists
Cockpit functions
CRM
CRM customer data reconciliation
DMS
E-mail integration
Incoming channels
Reminder and escalation functions
Reminder functions
Escalation management
Escalation mechanisms
Excel export
Export functions
Error description
Form and document processing
Import functions
Indicators
Competence and control functions
Cost recording
Customer and item data
Customer portal
Defect management
Measures management
Multi-user capability
Multilingualism
Message and menu control
Process and form design
Process analysis
Process data tracking
Process documentation
Process modeling
Checks
Quality management
Recall module
Complaint Management
Return management
Returns management
SLA contract management
Status displays
Status overviews
Search
Activity planning
Scheduling
Ticket creation
Ticket history
Ticket Distribution
Ticket processing
Ticket system
Version control
Version management
Contract management
Operations
Repeat errors Repeat contacts
Workflow management
Workflow optimization
Time recording

Prices

from 10.00
EUR
plus 19% VAT
monthly
from 0.15
EUR
plus 19% VAT
monthly
from 24,900.00
EUR
plus 19% VAT
once
from 175,000.00
EUR
plus 19% VAT
once

Get to know the software better! Request a video appointment for a personal presentation!

Video appointment

Technical specifications:

Web-based:
yes
SaaS, Cloud:
yes
On-premises (local installation):
yes
Multi-user (network-compatible):
yes
Multi-client compatible:
yes
Maintenance:
for a fee
Customizing:
possible for a fee
First installation (year):
1999
number of installations:
400
Manufacturer based in:
Germany
Training:
for a fee
Hotline:
for a fee
Installation support:
for a fee
Documentation:
Manual, Online Help, Demo version, Technical documentation
Dialogue language(s):
English, German
System requirements:
Compatible operating systems (runs with):
Win 11
Win 10
Win Server
Mainframe based
Unix based
Linux based
Mac OS
Mobile OSs (supports):
iOS
Android
Old Compatible Operating Systems:
Win 8
Win 7
Win Vista
Win XP
Win 9x/ME
OS/2
Blackberry
Win Phone / Mobile
data storage medium:
DVD
CD-ROM
Download
Flash memory
Other requirements for soft- and hardware:
Tomcat ab 5.5, JDK 1.6, Datenbank (Oracle, DB/2, MS SQLServer, MySQL, PostgreSQL), mind. Prozessor Intel Pentium 4.2 GHz oder AMD Atholon 64 3000+

COMPLAINT ASSISTANT (MR.KNOW) is listed in the following categories

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