CENIT Complaint Management – Effectively process, analyze and avoid customer complaintsA comprehensive complaint management system provides businesses with a variety of challenges. On the one hand complaints should be dealt with using uniform processes in an automated and efficient way. On the other hand complaints should be handled in a customer orientated, individualized way whilst still meeting company policies and legal guidelines. All this AND understanding the complaints and the reasons for them are analyzed and understood to help avoid the future reoccurrence of problems.

The CENIT Complaint Management solution detects, captures and handles complaints in a measured and process oriented manner. It additionally provides tools and measures to help counteract complaints.

Business challenges – a comprehensive complaints management system

Complaints are often recorded via various channels e.g. phone, mail, web etc., and managed and processed centrally. Sometimes a complaint is not easily recognizable as such and cannot always be responded to appropriately. Causes of complaint are often unpredictable and, therefore, complaints can often occur in clusters, in a narrow timeframe.

Processing then is often distributed across the business in general involving different department’s process managers and specialists.

A comprehensive complaints management system must then offer a satisfactory result for the customer in a timely and controlled manner. The unstructured communications should be analyzed to help prevent future complaints. This helps guarantee customer satisfaction in the short term and long term customer loyalty.

Add into this mix specific legal requirements: both BaFin and EIOPA set minimum requirements for the financial services and insurance industries.

Business Solutions – CENIT Complaint Management

The CENIT Complaint Management solution deals with complaints effectively; automates the sub-processes involved and delivers the required transparency about the process and defines measures in order to act against complaints.

■ Use synergies using a comprehensive application for electronic records management, case- and document management and process support

■ Ability to provide information to customers through the centralized and structured storage of all relevant documents and proven technology for audit-proof archiving

■ Analysis of customer correspondence, early detection of trend of problem cases and the definition of process driven measures

■ Optimization and support of process handling

■ Additional functions for financial services to fulfil the necessary BaFin reporting requirements

CENIT complaint management handles, in a controlled and transparent way, business wide complaints and feedback.

CENIT Complaint Management Contents

Collect complaints

Recognize complaints

Edit complaints

Follow-up complaints

Analyze complaints

Avoid complaints

+

+

+

+

+

+

CENIT consultants have many years of professional expertise and can tailor the design and implementation of CENIT Complaint Management to meet the individual requirements of your business.

More value for your business – CENIT Complaint Management■ Cost reductions through the optimization of complaint management - Automization of process steps - Creation of ad-hoc processes during processing - Targeted process routing to departments, specialists, clerks - Complaint analysis to help avoid repetition

■ Data-protected and auditable central repository

■ Transparency and traceability throughout the entire process

■ Early warning system through analysis, key performance identification – also based on unstructured data

www.cenit.com/ecm

■ Trend recognition by extending the analysis to social networks, internet forum and company networks

■ Automatic assignment, optical character recognition (OCR) and classification of incoming mail

■ Location independent through web applications and mobile devices

■ Additionally: BaFin compliant complaint management for banks and insurance companies

CENIT Complaint Management – your competitive advantage

CENIT Complaint Management – Overview

Ad-hoc

Workflow templates

Forms

Analyze

Consolidate

Evaluate

Avoid

Complaint Management

Reporting Files Inbox Documents

Cases Research Viewer Workflow

!

CENIT AG

For over 25 years, CENIT has been successfully active as a leading consulting and software specialist for optimizing business processes in the Digital Factory, Product Lifecycle Management (PLM), SAP PLM, Enterprise Information Management (EIM), Business Optimization & Analytics (BOA), and Application Management Services (AMS) fields.

CENIT complements standard solutions by strategic partners such as DASSAULT SYSTEMES, SAP and IBM by providing well- established own software solutions. These include the FASTSUITE product family for software solutions in the Digital Factory field, cenitCONNECT for SAP PLM-related processes, cenitSPIN as a high-performance PLM Desktop, CENIT ECLISO for efficient information management as well as CENIT SERVICEMANAGER – a platform for integrating software systems into the ECM system.

The enterprise employs around 700 staff worldwide, serving customers primarily from the automotive, aerospace, mechanical engineering, tooling and molding, financial services, commercial and consumer goods industries.

Kontakt

André VoltmannHead of Department, ECM ConsultingTel.: 0711 7825 3984E-Mail: a.voltmann@cenit.dewww.cenit.com

www.cenit.com/ecm