Competitive and regulatory pressures are forcing organizations to change the way they handle, manage, respond to, and report customer Grievance. Chic’s Grievance Management solution is a comprehensive solution for managing grievance from customers. The real-time visibility provided by the customer grievance solution enables the organization to track each grievance through its lifecycle from recording and initiation to investigation, reporting, and closure - following the appropriate process to ensure that nothing slips through the cracks. The email and SMS notification combined with escalation and web-based tracking of the grievance makes the solution comprehensive.
The powerful analytics and reporting capability of the Grievance Management Solution, helps managers to perform trend analysis and spot recurring problems to drive root cause analysis in a timely manner. Based on a grievance, managers can also trigger internal corrective and preventive action (CAPA). Using the Grievance handling solution, your organization can increase customer satisfaction and retention through improved responsiveness. Rigorous management of customer Grievance also drives continuous improvement and regulatory compliance.
The solution guides the user by dynamically enabling, disabling, mandating, or defaulting fields based on data being entered. Drop-down menus, logical validations, and auto-fill capabilities boost efficiency and ensure accuracy of information. Depending on the grievance parameters the case is automatically routed for investigation, response, and reporting. Notifications are sent to relevant departments and personnel and escalation mechanism is triggered based on the organizational hierarchy.
The escalation matrix is defined as per the escalation policy, the organizational hierarchy, the geographical spread and user classification. Our solution also comes with the option of integrating with legacy systems where corrective actions trigger actions on the legacy system as well.