Customer Feedback Solution (Complaints and Compliments)

  • Complaints management solution provides a well-designed platform to improve customer experience by managing customer needs, complaints and compliments in a real-time environment
  • Built on Customer Relationship Management (CRM) technology, the customized solution provides a pro-active and comprehensive issue resolution system that overcomes the challenges of delayed reactive responsive systems
  • Consists of pre-configured business processes and workflow steps, configurable compensation options, real-time monitoring and comprehensive reporting and dashboard capabilities
  • Provides 360° comprehensive view of customer information including case history and reservations
  • Enables automatic routing of tasks and SLA based on resolution needs with automatic escalation and notifications
  • Provides real-time insight of complete complaint management process through actionable dashboard
  • Provides real-time access to relevant data eliminates inaccurate or duplicate reimbursement, which drives operating costs down
  • Improves customer experience with streamlined, automated quicker turnaround in issue resolution

Click here to learn more about Virtusa’s offerings on Business Process Management (Case and Call Center).