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.