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Customer Complaint Management


Competitive and regulatory pressures are forcing organizations to change the way they handle, manage, respond to, and report customer complaints.

eBizCCMS - Customer Complaint Management System is a comprehensive solution for managing complaint from customers and channel partners. The real-time visibility provided by this software enables organizations to track each complaint through its lifecycle from recording and initiation to investigation, reporting, and closure - following the appropriate process to ensure that nothing slips through the cracks. The powerful analytics and reporting capability of eBizCCMS with graphical dashboards helps managers to perform trend analysis and spot recurring problems to drive root cause analysis in a timely manner.

Using eBizCCMS , organizations can increase customer satisfaction and retention through improved responsiveness. Rigorous management of customer complaint also drives continuous improvement and regulatory compliance.

Complaint Recording and Routing: eBizCCMS enables customer service representatives and complaint managers to initiate a complaint for a product or service coming from multiple sources like phone, fax, email, or the web. All crucial details and parameters about the product as well as the incident are captured. The system guides the user by dynamically enabling, disabling, mandating, or defaulting fields based on data being entered. Drop-down menus, logical validations, and auto-fill capabilities boost efficiency and ensure accuracy of information. Depending on the complaint parameters, it the case is automatically routed for investigation, response, and reporting. Notifications are sent to relevant departments and personnel and escalation mechanism is triggered based on severity and priority.