Covalent Complaints
Covalent Complaints allows you to monitor and manage your corporate complaints handling, alongside all other aspects of your performance.
It allows you to consolidate in one place all your corporate complaints, comments and compliments.
It allows you to store details of any complaints that need to be recorded and dealt with in your organisation. You can set up different stages to allow you to progress the complaint through your normal workflow process and assign actions to each complaint to remedy the problem.
Complaints will also help you meet the requirements for a Community Call for Action (CCfA) mechanism (outlined in a recent White Paper) whereby local residents can register where they have concerns about persistent or serious problems in their area or want to influence policies.
- Simple dropdown lists ensure the right information is recorded against the complaint. These are configurable and can comprise Complaint type, Complaint Source, Complaint Remedy, Complainant Type and Complainant Ethnicity.
- Set up default options for remedy types. If a specific action can be taken to remedy a complaint, for example removing refuse that had not been collected or a review/change to the processes of the organisation, a specific default action can be allocated, complete with due dates and subsequent actions.
- Complaints reporting is built-in, and all just point & click. Covalent is supplied with a library of pre-defined Complaints report templates that cover most requirements. Customer-specific reports can be created using the Covalent Report Central built-in reporting tool.
- Introduction to Covalent CPM
- Take a product tour
- Covalent "Concepts tour"
- Request a web demo
- Contact Us
Please click below to view the modules within the Covalent CPM Performance Management suite >>>
- Complaints options totally customisable e.g. list of complaint types, source, remedy
- Each complaint is traffic lighted against resolution due date
- Commentary on progress with complaint resolution as it moves through various stages
- Simple set up of complaint stages, escalation etc. to reflect your own procedures
- Complaints can be linked to actions in Action Central to track an improvement action plan associated with that complaint
- Ability to specify ownership at various levels of responsibility
- Provide complaint profile information upon resolution by holding details of Remedy, Root Cause and any Lessons learnt
- Full details held for each Complainant, both address fields and complainant profile e.g. Gender, Ethnicity
- Ability to import complaints from other systems, spreadsheets etc. at the various stages
- Simple reporting on all complaints highlighting performance, patterns/trends etc.
With Covalent Complaints, we will be able to consolidate in one place all complaints, comments and compliments, monitor and report to Officers & Members with "Lessons to be Learnt" actions, meet the requirements of "Community Call for Action" and listen and learn from customer feedback and turn complaints into service improvements