Consumer Feedback
Management

Introduction to CFM

CFM is aimed to capture all the transactional data pertaining to consumer interactions into a single system to serve as a ready reckoner for any future requirements in a user friendly environment. Also, this tool offers analysis of data for trend study and planning of any future action.

Benefits of using CFM

User Friendly Interface

Advance Dashboard for quick access

Custom Push / Email notifications for different level of users.

Cross-Platform viability

Different level of user accessibility according to their permission level

Mobile Apps features

Integration with Third Party Software

Data analysis – various chart in the form of Bar, Pie, Pareto for the following reports

Status of interaction.

Category, Brand, Zone wise analysis of complaints

Discussion forum amongst cross functional teams

Central repository for standard documents such as Form, Templates etc.

Capturing Call Information sheet through Excel upload

Central repository of audio files against individual interactions

Features of CFM

Secure user login (For Administrator, Brand, Branch, Factory, R&D, Packaging, HO, Quality, Legal, Divisional Managers etc.)

Configurable workflow

User Role Management

Advance Dashboard for quick access

Common Log Sheet & Query Management

Different Type of Complaint Management

Feedback Management

Provision to download all call details are to be made available along with voice calls.

Provision to include new stake holders into the system at any stage.

Forms to be used by Branch, Factory and R&D for will be stored and can be generated as template.

Duplicate consumers to be tracked and warned.

Consultation amongst team will be available in the form of chat sessions.

Option to upload pictures /documents.

Auto - mail to trigger if any complaint recurs.

Mail intimation to be made while any user is given Administrator privilege.

Store Brand information on products.

Badging of Branch team based on closure timelines.

Only view access to be provided to selected users.

The system will have the feature to identify consumers who have logged complaints historically.

Recurring complaints for a certain Brand and Variant will be notified by email to all the concerned stakeholders if occurring within 3 months timeline.

Reminder mails for closing unattended complaints will be triggered to all concerned stake holders on weekly basis in addition to escalation mails.

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