p a p e r t i g e r s o f t w a r e
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p a p e r t i g e r s o f t w a r e. p a p e r t i g e r s o f t w a r e. Sheds light. on Customer Complaints so you can tackle problems before they tackle you!. ...Things are a lot scarier in the dark. T I G E R. P A P E R. S O F T W A R E L T D. - PowerPoint PPT PresentationTRANSCRIPT
p a p e r t i g e r s o f t w a r e p a p e r t i g e r s o f t w a r e
on Customer Complaints so you
can tackle problems before they tackle you!
...Things are a lot scarier in the dark
Sheds light
.
CUSTOMER COMPLAINTS
S O F T W A R E L T D
T I G E RP A P E R
P O Box 93 202 - Parnell - Auckland - New Zealand WEBSITE www.papertigerxt.com EMAIL [email protected]
P A P E R T I G E R P O Box 93 202 - Parnell - Auckland - New Zealand WEBSITE www.papertigerxt.com EMAIL [email protected]
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1 To move to the NEXT slide - click anywhere on the screen with your mouse cursor
To move to the PREVIOUS slide - press ‘P’ twice (not operational if you are running demo over the web)
To QUIT the presentation - press the ‘ESC’ key (or the Back key if you are running demo over the web)
This sign will appear at the bottom right hand corner of each slide to show when it is COMPLETE.
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DEMONSTRATION INSTRUCTIONS
P A P E R T I G E R P O Box 93 202 - Parnell - Auckland - New Zealand WEBSITE www.papertigerxt.com EMAIL [email protected]
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Complaints have a short shelf life.
Customer complaints are a critical part of any business.
The Paper Tiger complaints module was designed specifically for a business to business environment to provide a powerful tool that will enable you to effectively manage customer complaints and monitor the cost of complaints to your organisation.
CUSTOMER COMPLAINTS
Many organisations capture and action complaints adequately -but forget to keep the customer in the information loop and to record, classify and analyze complaints to avoid similar problems in the future.
If actioned quickly a complaint can act as a positive force and help to retain a customer. Act slowly or not at all and the complaint will fester.
The latter is a key component as it provides compelling incentives to permanently ‘fix’ problems. The aim of CCM is to turn something negative I.e the complaint into something of value, I.e retain a customer and improve the offending service or product
- GOOD FOR BUSINESS??
P A P E R T I G E R P O Box 93 202 - Parnell - Auckland - New Zealand WEBSITE www.papertigerxt.com EMAIL [email protected]
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M THE CUSTOMER COMPLAINTS MODULE
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Your FRONT LINE staff have IMMEDIATE access to the Customer Complaints Form via the Front Office - where complaints are entered as they happen.
Your MANAGEMENT staff have PASSWORD PROTECTED access to the complaint details via the Back Office - where complaints are managed, delegated and continuously monitored.
PAPER TIGER INTERPRETs and PRESENTs information in graphic and tabulated form, to reveal trends and specific problem areas within your organisation.
iii PAPER TIGER will prompt you to COMMUNICATE with the COMPLAINANTS, so that they are kept informed about the status of their complaint and any action being taken.
The Customer Complaints Module is designed to help you manage incoming complaints QUICKLY... EFFECTIVELY... & EFFICIENTLY
SOME BASIC CCM PRINCIPLES
P A P E R T I G E R P O Box 93 202 - Parnell - Auckland - New Zealand WEBSITE www.papertigerxt.com EMAIL [email protected]
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Receipt of complaint acknowledged to the customer using the auto
acknowledge letter in CCM, date of acknowledgement recorded in CCM
Action taken recorded in CCM, classification of the complaint
completed and the complaint closed.
Complaints are analyzed in the report section, complaint trends and costs tracked, problem areas pin pointed and at risk customers identified. Actions
required to prevent recurrence are taken and the results are monitored.
Note that all . complaints are also included in the CRM module and issue management report section - but not vice versa.
Customer notified of outcome and date recorded in CCM.
After a set period CCM will retrieve the complaint for an effectiveness of action taken review - e.g was the real problem remedied or just a symptom.
Investigation and action taken to remedy the complaint - progress monitored using the Customer
Complaint Management screens.
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COMPLAINT RECEIVED ... and recorded in CCM. Complaint assigned and a deadline set.
CUSTOMER COMPLAINTS MANAGEMENT
P A P E R T I G E R P O Box 93 202 - Parnell - Auckland - New Zealand WEBSITE www.papertigerxt.com EMAIL [email protected]
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M THE FRONT OFFICE
Clicking the CUSTOMER COMPLAINTS icon
HOW TO ACCESS THE CUSTOMER
COMPLAINTS MODULE
... will take you directly to the Customer Complaints form.
Each Icon in the Front Office is linked to a DATA ENTRY form.
Your staff enter the details of each complaint... & Paper Tiger manages the information.
P A P E R T I G E R P O Box 93 202 - Parnell - Auckland - New Zealand WEBSITE www.papertigerxt.com EMAIL [email protected]
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THIS FORM REQUESTS ALL THE INFORMATION
NECESSARY TO MANAGE A COMPLAINT
Data Entry is EASY.
Your staff simply fill in the data fields, assisted by DROP DOWN MENUS...
Fields with RED borders are compulsory - and highlight information necessary to manage the complaint.
Once entered, the information is sent directly to the BACK OFFICE.
Bar Area
MBB
Sydney
Step 1 : Entering a complaint in the Front Office
Complaint Management : A Step by Step Guide
Morton Bay Bistro
20 Bianca Walker
G Black
Bottling Plant Manager
PINN Pinot Noir
Incorrect Labeling of 7 wine bottles. Labeled Pinot Noir, actually Sauvignon Blanc.
25 Jan 2003
P A P E R T I G E R P O Box 93 202 - Parnell - Auckland - New Zealand WEBSITE www.papertigerxt.com EMAIL [email protected]
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M Step 2 : Accessing the Back Office
Complaint Management : A Step by Step Guide
Enter your password and press ‘enter’.
To access the Back Office, where complaints are delegated, managed, and updated, simply…
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Click on the ‘Open Back Office’ button.
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Select the management module that you require. In this case Customer Complaints.
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You are now in the Back Office
P A P E R T I G E R P O Box 93 202 - Parnell - Auckland - New Zealand WEBSITE www.papertigerxt.com EMAIL [email protected]
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M Step 2 continued: Navigating The Back Office
Complaint Management : A Step by Step Guide
COMPLAINT SCREENS
There are THREE screens containing information about each complaint
Where complaint details are recorded.
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2 ‘ACTION TAKEN’ ..
3 ‘COMMENTS’
‘COMPLAINT DESCRIPTION’
Where information about activity and progress regarding the complaint is recorded.
Allows entry of internal comments that are not printed in the Customer Complaint reports.
‘TOOLBAR’ Gives you access to automated functions.
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P A P E R T I G E R P O Box 93 202 - Parnell - Auckland - New Zealand WEBSITE www.papertigerxt.com EMAIL [email protected]
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M Step 2 continued : Navigating The Back Office
Complaint Management : A Step by Step Guide
The TOOLBAR gives you access to the other functions that make up the back office - it is split into four main parts. .and Reports.Go To, Communication, Management screens
These icons present in a tabulated form, all complaints where Action has Not been Initiated... which are still Open... which are Overdue... and which people require a Acknowledgment or Reply regarding complaints they have raised.
Go To Is a quick way of finding a specific complaint, using the complaint number.
Communication The Communication icons generate ready-to-print letters to…. acknowledge receipt of the complaint,
Management Screens
Reports The reports icon opens the reports screen, which allows you to generate customised reports on virtually anything relating to complaints.
inform complainant the complaint has been actioned and closed,Action Request: Inform staff members that responsibility for a complaint has been assigned to them…
P A P E R T I G E R P O Box 93 202 - Parnell - Auckland - New Zealand WEBSITE www.papertigerxt.com EMAIL [email protected]
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M Step 3 : Complaint Description
Complaint Management : A Step by Step Guide
THE CUSTOMER COMPLAINTS SCREEN
CCM identifies each
customer by a unique code...
…and identifies which contact
you are dealing with.
.
CLICKING this icon
You can have any number of
contacts with each customer.
Shows description of the
customer . , the complainant or
staff contact . and the,complaint..
immediately opens the record of the CUSTOMER involved. !
P A P E R T I G E R P O Box 93 202 - Parnell - Auckland - New Zealand WEBSITE www.papertigerxt.com EMAIL [email protected]
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M Step 3 continued : Complaint Description
Complaint Management : A Step by Step Guide
THE CURRENT CUSTOMER RECORD
SCREEN
The Customer Record screen has TWO sections
The CUSTOMER section . 1
2 The CUSTOMER CONTACTS section
contains details of the customer...
lists all of the customer contacts associated with the customer
and the sales representative responsible..
and any relevant notes.
P A P E R T I G E RP O Box 93 202 - Parnell - Auckland - New Zealand WEBSITE www.papertigerxt.com
EMAIL [email protected]
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M Step 3 continued : Complaint Description
Complaint Management : A Step by Step Guide
CCM shows you
WHEN the issue occurred.
WHEN the complaint was recorded.
WHO lodged the complaint
At a glance, you know if action has been INITIATED
and if it has been COMPLETED
All of the information needed to manage a complaint is recorded in the Complaint Description screen.
MANAGING YOUR RESPONSE
WHO it involves...
WHERE the issue arose...
DETAILS of the issue
WHO it is assigned to and what the DEADLINE is
This field provides a hotlink to the folder where supporting documents like reports or photographs are stored. Simply click in the field to open the folder.!
P A P E R T I G E R P O Box 93 202 - Parnell - Auckland - New Zealand WEBSITE www.papertigerxt.com EMAIL [email protected]
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Step 4 : Assigning Action
Complaint Management : A Step by Step Guide
ASSIGNING ACTION
A request for action is generated to inform the
person that responsibility for actioning a complaint has
been passed to them.
Select the complaint . reference number, in this case 223.
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223
The Request for Action shows: .Customer details.
Complaint details.Complaint description.
and Action Taken so far
either email or print.
P A P E R T I G E R P O Box 93 202 - Parnell - Auckland - New Zealand WEBSITE www.papertigerxt.com EMAIL [email protected]
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M Step 4 continued : Acknowledging the Complaint
Complaint Management : A Step by Step Guide
STANDARD LETTERS
A crucial part of the Complaint Management process is
ensuring the Complainant is kept INFORMED.
CCM generates two letters :
A letter to ACKNOWLEDGE the complaint
A CLOSING LETTER
These two icons on the menu bar at the very top of the screen, will take you directly to the finished letter - formatted and ready for printing.
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You can either use the existing text or CHANGE it to suit your needs.
Simply clicking inside the text field will allow you to adapt the text of a particular letter to your specific needs…
And clicking the…allows you to change the default text for ALL of your future standard letters.
icon...
P A P E R T I G E R P O Box 93 202 - Parnell - Auckland - New Zealand WEBSITE www.papertigerxt.com EMAIL [email protected]
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Each letter automatically includes contact details and
the company’s reference number. A copy is also sent to your sales representative to insure they are informed
of the issue.
Example : LETTER OF ACKNOWLEDGEMENT
Should you need to refer back to your
correspondence - your responses are recorded in
CCM and are readily available for reference, via
the Action Taken screen.
P A P E R T I G E R P O Box 93 202 - Parnell - Auckland - New Zealand WEBSITE www.papertigerxt.com EMAIL [email protected]
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M Step 5 : Recording Action Taken
Complaint Management : A Step by Step Guide
RECORDING ACTION TAKEN
Clicking the ACTION TAKEN tab at the top of the Complaint Management screen brings up the ACTION TAKEN screen.
Details of all activity relating to the complaint are recorded here...
Other important details, such as the COST of the complaint to your organisation, are also included.
...including WHO is coordinating the response, ,the ACTION that has been taken, and the date when the action taken was reviewed for effectiveness.
P A P E R T I G E R P O Box 93 202 - Parnell - Auckland - New Zealand WEBSITE www.papertigerxt.com EMAIL [email protected]
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THE TOOLBAR
Step 6 : Managing the Status of Complaints in the System
Complaint Management : A Step by Step Guide
These icons on the TOOLBARallow you to directly access tabulated information about Customer Complaints in the system.
FOR EXAMPLE Clicking on this icon
The other icons can tell you which complaints are Not Acknowledged... which are still Open... which are Overdue...
and which customers require a Reply regarding their completed complaints.
will automatically open a table that gives details about all of the Customer Complaints requiring ACTION to be taken.
The table lists each Complaint in the order of days since it was opened.
All vital information is available at a glance.
P A P E R T I G E R P O Box 93 202 - Parnell - Auckland - New Zealand WEBSITE www.papertigerxt.com EMAIL [email protected]
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OVERVIEW OF THE REPORTING FUNCTION
Clicking on this Icon will take you to the Complaint Reports Menu and allow you to view a range of complaint statistics.
Using the information entered by your staff - CCM can help you to see which areas of your organisation are SUCCESSFUL - and which areas can be IMPROVED.
The CCM Reporting Function helps you to observe the way that TRENDS and PATTERNS evolve within your organisation - and the effect that they have on the quality of service you provide.
You can easily ISOLATE services or areas which are causing problems and you can IDENTIFY at risk customers - before you loose them!
...and you can monitor the PROGRESS and PERFORMANCE of your staff - which helps you to objectively observe and solve the delicate problem of identifying a consistent problem in the level of service being provided by an individual.
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REPORTING
P A P E R T I G E R P O Box 93 202 - Parnell - Auckland - New Zealand WEBSITE www.papertigerxt.com EMAIL [email protected]
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M STEP FOUR - RUN REPORTS
All reports can be CUSTOMISED, using FILTERS.
CUSTOMER COMPLAINTS REPORTING
So that you can create
reports and view only those records that are relevant to you.
There are three main PRE-FORMATTED REPORT
sections to choose from.
Reports based on ALL of the issues that have been entered into the system.
Reports based on issues that are still OPEN.
Reports basedon issues that have been CLOSED.
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REPORTING
P A P E R T I G E R P O Box 93 202 - Parnell - Auckland - New Zealand WEBSITE www.papertigerxt.com EMAIL [email protected]
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SETTING REPORT CRITERIA
CCM lets youspecify the information in your Report, using REPORT CRITERIA.
FOR EXAMPLE : If you want to view the performance of a particular plant or division - you can select it using the relevant CRITERIA..
…then, you can view a REPORT that gives you specific information relating to that department.
Step 1 : Specifying the Information You Want
Reporting : A Step by Step Guide
Using the DATE fields, you can specify a period of time
to view in your report.
P A P E R T I G E R P O Box 93 202 - Parnell - Auckland - New Zealand WEBSITE www.papertigerxt.com EMAIL [email protected]
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M Step 2 : Choosing the Format of the Report
Reporting : A Step by Step Guide
REPORT FORMATS
CCM gives you the choice
of viewing information in
either TEXT or GRAPHICAL
formats.
Once you’ve set your
criteria you can select any
report – they will all be
based on the same criteria.
TEXT REPORTSExport to an EXCEL
SPREADSHEET
…or a GRAPH
P A P E R T I G E R P O Box 93 202 - Parnell - Auckland - New Zealand WEBSITE www.papertigerxt.com EMAIL [email protected]
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M EXAMPLE 1 : A Sample Report
SAMPLE REPORT
FOR EXAMPLE: To find out which customers have 2 or more complaints…
Enter ‘2’ 1
In this case, no other . filters are required, so simply click the icon
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have the most complaints,
and consequently are the
most likely to be lost, is
crucial. This is where this
report comes into its own.
EXAMPLE 1 : A Sample Report
P A P E R T I G E R P O Box 93 202 - Parnell - Auckland - New Zealand WEBSITE www.papertigerxt.com EMAIL [email protected]
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Four customers have 2 or more
complaints
Criteria are shown here, . only one criteria was set.
Birkenhead Wine Cellar have lodged 6 complaints and
Moreton Bay Bistro have made four complaints...
P A P E R T I G E R P O Box 93 202 - Parnell - Auckland - New Zealand WEBSITE www.papertigerxt.com EMAIL [email protected]
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M EXAMPLE 2 : A Tabulated Report
TABULATED REPORT
To find out more about ALL of Moreton Bay Bistro’s complaints in a TABULATED form, simply…
Enter the CUSTOMER . . CODE from the drop down list.
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Click the ‘TABULAR’ icon
in the ‘ALL’ category.2
MBB
28 Jan 2003
EXAMPLE 2 : A Tabulated Report
P A P E R T I G E R P O Box 93 202 - Parnell - Auckland - New Zealand WEBSITE www.papertigerxt.com EMAIL [email protected]
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One filter was applied
4 complaints fit the criteria of coming from
Moreton Bay Bistro
Details of each complaint are shown here,as well as the Action that has been Taken (or not taken),the date closed etc
P A P E R T I G E R P O Box 93 202 - Parnell - Auckland - New Zealand WEBSITE www.papertigerxt.com EMAIL [email protected]
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M EXAMPLE 3 : A Trend Report
TREND REPORT
To find out the TREND for
ALL complaints from 02
APRIL 1999 to 16 JANUARY
2003 simply…
Enter the TO and FROM
dates in the filter 1
Click the ‘TRENDS’ icon
in the ‘ALL’ category.2
02 Apr 1999 16 Jan 2003
EXAMPLE 3 : A Trend Report
P A P E R T I G E R P O Box 93 202 - Parnell - Auckland - New Zealand WEBSITE www.papertigerxt.com EMAIL [email protected]
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The BLUE line shows the actual number of complaints...
The BLACK line illustrates the general TREND.
In this case, the graph is telling you that the number of complaints received by this
organisation is RISING.
The only filters applied were the dates.
16/Jan/2003
P A P E R T I G E R P O Box 93 202 - Parnell - Auckland - New Zealand WEBSITE www.papertigerxt.com EMAIL [email protected]
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M EXAMPLE 4 : A Cost Trend Report
COST TREND REPORT
This report will show a TREND
line of the COST of
COMPLAINTS about PINOT
NOIR between the dates of 02
APRIL 1999 to 16 JANUARY
2003 to the organization.
Enter the filters, TO and . FROM dates, and the PRODUCT/ SERVICE in question.
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Click the ‘$ TRENDS’ icon in the ‘CLOSED’ category.
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02 Apr 1999
Pinot Noir
16 Jan 2003
P A P E R T I G E R P O Box 93 202 - Parnell - Auckland - New Zealand WEBSITE www.papertigerxt.com EMAIL [email protected]
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Pinn Pinot Noir
The BLUE line shows the actual cost of complaints...
The BLACK line illustrates the general cost TREND
expressed in the graph.
The cost of rectifying complaints about
pinot noir peaked in August 2001 and has been steadily decreasing up to
Jan 2003
EXAMPLE 4 : A Cost Trend Report
The criteria applied were the PRODUCT and the DATES.
16/Jan/2003
P A P E R T I G E R P O Box 93 202 - Parnell - Auckland - New Zealand WEBSITE www.papertigerxt.com EMAIL [email protected]
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Y o u h a v e r e a c h e d t h e e n d o f t h i s
d e m o n s t r a t i o n
T H A N K Y O U F O R Y O U R T I M E
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