Sicorax Incident & Complaint Management - Features

Used by all organisations willing to have a close follow-up of their clients’ claims and improving the quality of their services, SICORAX® Incident & Complaint Management is an essential tool for maintaining client satisfaction.

With SICORAX® Incident & Complaint Management, you :

• Streamline client’s claims resolution process.
• Improve claims’ resolution rate, starting right from the client’s first call.
• Automise the processes, via an intelligent routing of the demands to concerned personnel.
• Follow the steps for solving customer’s issue, step by step, department by department, etc.
• Manage up to 3 levels of closure for a complaint (for ISO compliance).
• Receive automatic email triggers for incidents which have not been resolved in the expected delay.
• Define popup alerts, setup by user for important notifications, such as, unattended complaints, overdue complaints, etc…
• Access real-time audit log on all changes.
• Create and share a knowledge database for a rapid resolution of clients’ demands.
• Analyse your claims by proposed solution or compensation proposed to customers.
• Evaluate the performance of your teams in the way the clients’ issues are being solved.
• Anticipate the future issues by following the number of claims on the faulty products and/or services.
• Measure the number of incidents by clients, products, services, departments, etc..
• Evaluate the incidents costs, by products, services, departments, etc..
• Visualise customers’ claims evolution, over months, years, products, services, departments, etc..
• Compare the time taken on claims for each step or by each department. Analyse the different stages and outcomes of a complaint, through various reports and a dashboard.

For further information, contact us !