Covalent Complaints - Track corporate complaints to resolution

Covalent Complaints consolidates all customer issues in one, structured system that mirrors your complaints management processes and policies so you can monitor their progress status relative to target resolution date.

Ensure consistency in complaints handling. Create templates for each complaint type with predefined stages for escalation, resolution timescales for each stage and escalation routines for non-resolution. Record all complaint details in a simple form view in line with each template.
Profile complaints to easily investigate patterns. Analyse complaints using categories and other profile information that are recorded as a complaint is logged.
Easily escalate unresolved complaints. Notify higher levels in the organisational hierarchy where complaints have passed the stage due date. A full stage history is automatically archived as the complaint continues unresolved, recording any comments and notes and the traffic-light status for each stage.

Complaints policy

Configure Covalent to match the stages in your complaints policies, with complaints escalated to different stages if they remain unresolved. Record policy guidance to users for each stage. Automatically populate due date for resolution based on the pre-configured stages, each of which has a timeline for resolution.

Resolution monitoring

Identify any complaints slipping their deadline date by reviewing traffic-lighting against resolution due date. Automatically email update reminders and escalate status change alerts (e.g. slipped deadlines) to the appropriate department or person.

Complaint profiling

Record a variety of complaint profile information (such as complaint type, complaint source, complaint remedy and complainant type) to help minimise chances of a complaint recurring. Set up default options for remedy types, e.g. a specific action taken to remedy the complaint or a review/change to the processes of the organisation.

Ownership

Reinforce lines of accountability by assigning complaints to specific owners who add guidance and commentary for easy referencing by all users. Workflow guides unresolved complaints through various stages of escalation with alerts to relevant staff dealing with the matter.

We needed a solution that addressed the shortcomings of our manual complaints handling procedure which the Covalent Complaints module offered. Our Board reporting has been revolutionised. We can now see at a glance those complaints that are overdue a reply and can quickly spot patterns emerging that previously would not have been apparent.