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 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


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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??


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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


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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.

!

COMPLAINT RECEIVED ... and recorded in CCM. Complaint assigned and a deadline set.

CUSTOMER COMPLAINTS MANAGEMENT


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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.


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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


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M Step 2 : Accessing the Back Office


Enter your password and press ‘enter’.

To access the Back Office, where complaints are delegated, managed, and updated, simply…

******

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


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M Step 2 continued: Navigating The Back Office


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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M Step 2 continued : Navigating The Back Office


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…


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M Step 3 : Complaint Description


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. !


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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


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.!


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Step 4 : Assigning Action


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.


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M Step 4 continued : Acknowledging the Complaint


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...


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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.


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M Step 5 : Recording Action Taken


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.


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THE TOOLBAR

Step 6 : Managing the Status of Complaints in the System


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.


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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


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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


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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.


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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


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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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2Knowing which customers

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


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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...


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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


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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


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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


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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


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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


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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


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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

Software Ltd

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