Locatech GmbH uniform complaint processes in company with SharePoint Services implements Windows SharePoint customer satisfaction improve professional and uniform complaint management based on Microsoft SharePoint implements the Dortmund Locatech IT solutions GmbH. With Windows SharePoint Services, the complaint process is automated, represented for the users clearly and comprehensibly, and thus customer binding potentials that are hidden in complaints and complaints, optimally used. Swarmed by offers, British Petroleum is currently assessing future choices. On the SharePoint Portal, the competent clerk records all relevant information in a special mask. Include customer name, complaint number and date, officer, order number, expected cost, reviewer and the approval status. In addition you can add email addresses or phone messages. This basic information for a customer complaint can be associated with other documents and workflow features. It is also possible to integrate the solution to other IT – and ERP systems. In the framework of the existing installation of Windows Server implemented a SharePoint solution without additional licensing costs and within a very short time.

Many basic functions of SharePoint can be use for the individual portal and integrate quickly. Also, the portal not only on the speedy complaints is limited, but can be completed at any time with other functions or workflow processes. Expansion possibilities, for example, in the quotation or contract management. Through the portal features everyone can understand who changed what when. The competent persons as officers, appraisers and settlement Office be notified via workflow.

An escalation management is also integrated, so pass dates without a reaction. Thus, the SharePoint technology helps to accelerate the complaint process, reduce costs, and increase customer satisfaction. The time-saving solution is adapted to the needs of the company. Previously, the consultants of Locatech take the requirements of the company to the individual complaint process on and balance this against the functions of Locatech complaint processing. Certain organizational homework”must be fully made before the introduction of the automated solution, especially with regard to the precise definition of access and editing rights. Still, the complaints have not standardized mainly medium-sized companies. This shows that still no adequate importance to customer complaints. You are instead often displaces and individually edited”, is the experience of Locatech IT solutions – Managing Director Dirk Lohn. The IT expert indicates that a customer complaint demonstrates a basic interest in cooperating. The customer gives its suppliers so the chance to improve in a certain area. Companies who unify its complaints management system by using the SharePoint Portal, can thus systematically check the own processes, ensure the quality and the binding improve to their customers.