Managing Customer Complaints

Managing customer complaints in a quick and efficient manner can make a real difference to the way in which your business is perceived by the public. When feedback from a member of the public is received from sources including phone, letter, email and social media, depot staff can log the issue using the Customer Complaints section of tracerit's Operations Software. Depending on the issue type, the system can be used to generate requests for CCTV data from a list of specific vehicles, create driver interview requests through depot call lists and automated emails, and log all correspondence sent and received from the customer.

Centralisation and management of the customer complaint process helps transport businesses obtain a clear and impartial picture of events that led to the initial customer complaint.

As the data is stored securely within a centralised database the information can be accessed by authorised branch, area or head office managers for analysis and comparison against forecasts or historical information.

Transport Operations

Incident recording

Manage incident & accident processes

CCTV evidence

Request on-vehicle cctv footage associated with incidents

Customer service & complaints

Log customer interactions & instigate investigations

Staff management

Generate call lists to assist investigations & log training

Asset management

Control of on-vehicle assets & supplier management

Data centralisation

Centralise business data & improve disaster recovery

No unforeseen costs

Straightforward subscription-based service

Sales & Support

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