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The SZRek system enables automation of processing requests, complaints, and comments in the company or another organization. It makes it possible to define paths for the complaint processing and to automate the document and process flow. SZRek is an exceptionally flexible solution which enables deploying an efficient and effective system to improve relationships with customers through faster and more thorough consideration of customers’ comments.
Features:- registration of complaints and praises from:
- customers
- prospective customers
- other persons
- assigning each case to a specific owner
- referring cases to other persons for consulting at any stage of complaint processing
- adding attachments to a case
- defining various privilege levels for users and groups
- establishing and defining substitute owners if the original owner is absent for a longer time
- opening a new case with data transferred from a closed case (case follow-up)
- registration of the undertaken actions — case history
- definable views with selected information on the case, with support for filtering and sorting
- data export to the MS Excel format
- web-browser interface
- extensive reporting:
- operating reports
- supplementary reports
- analytic reports
- quality reports
- built-in search engine
- integration with other systems used in the company, e.g. CRM, customer database, etc.
- automated generation of letters and notifications to customers
- implementing a defined complaint consideration process with automated invocation of individual process steps.
