Details of the System

Fully Integrated Customer Self-Service

Customers can register complaints and track the progress of the complaints using the fully integrated web portal. This can be branded to match your existing website to give a seamless service to the customer.

Workflow to Support the Complaints Process

Tagish’s Complaints Management System has built in configurable workflow to ensue that the resolution of issues progresses smoothly irrespective of who needs to deal with the next stage of the process. Customisable e-mail alerts ensure that everyone involved in the process knows what they need to do and by when.

Share Information

Cooperative partnership working is key to providing seamless services to customers. Many complaints processes have elements that are outsourced or undertaken by different groups within the same organisation.

Tagish’s Complaints Management System allows all involved in a business process to have access to a single source of information for cases where all details of progress are logged. The flow of information is improved and any individual or group can see exactly where a case is up to.

Continuous Service Improvement

In order to continue to achieve excellent customer service in times when customer expectations are rising, it is essential that processes are improved in a continuous manner. The system gives you full business intelligence and reporting capabilities so that you have the information to improve.

24 x 7 Self Service for Customers

Many customers and clients are not able to access your services when you traditionally deliver them as most services are delivered during normal working hours. Tagish’s Complaints Management System allows customers to log a case and to review the progress of their cases on-line at whatever time is suitable to them.

Automatic Notifications of Progress

Customers and staff are kept up to date with progress of a case using a variety of option including e-mail and SMS. The automatic allocation of actions and the automatic escalation of issues generate notifications to staff that tasks need to be complete.

All Information Stored in One Place

Knowing where to find information related to a case is easy with Tagish’s Complaints Management System as everything is stored or linked to from one central location. Documents and scanned images can all be attached to cases to ensure that staff have all the information at their fingertips.

Access the System from Anywhere

Tagish’s Complaints Management system is fully browser based and can be accessed from anywhere, fully supporting home based working. The system is easy to roll-out to frontline staff allowing them to be highly effective and efficient in delivering the service to the customers.