Contact centre solutions
The same answers to
the same questions
With novomind iCLAIM we present a supplement to our multichannel communication software, novomind iAGENT, for the processing of complaints and customer feedback. This provides you with a central communications solution for your customer services, including a complaints management module! Integrated monitoring and reporting gives information on all current open and completed items and therefore transparency in all processes in your service centre – without any media discontinuity.
Manage complaints & claims efficiently across all contact channels
The processing of a complaint requires careful internal examination, the involvement of various departments and the structured acquisition of all data associated with the item. novomind iCLAIM provides you with a central complaints management module to control these business processes and reduce processing times.
The processing time needed for the complaints procedure is clearly longer than for a general customer request and usually cannot be resolved on first contact. The processing of complaints should therefore begin with the correct classification: is this a complaint - i.e. an expression of your customer’s dissatisfaction? Or is it a claim, which may entail compensation?
novomind iCLAIM provides for automatic allocation to the right team, rapid processing, and the reliable handling of incoming requests. The integration of all departments and IT systems in our central multichannel communication software, novomind iAGENT, including all contact channels, such as e-mail, fax, post, chat, telephone or social media, ensures transparent and efficient quality management.
Overview of novomind iCLAIM:
Bramfelder Chaussee 45
Tel.: +49.40.80 80 71 - 0
Fax: +49.40.80 80 71 - 100