Some of the challenges that complaint managers are facing are inflexible and outdated systems, lack of analytics, inconsistent complaint handling due to lack of workflow engine, not having a complete customer view, not having the company’s business units linked to a centralized hub.
CEMax software solution is the outcome of 16 years of complaint management consulting. We took every note we ever written and implemented it while developing our own software solution, making our software solution the most comprehensive solution for complaint management.
Our software solution alongside our vast experience will have a deep impact on how you handle customer complaints, a well-defined project, and a measurable R.O.I. that will allow you to understand the customer, earn his trust, and have the entire organization connected.
The CEMax Unified Inbox is a centralized hub that unifies communications across many types of media to simplify customer communication and enrich the customer experience. The Unified Inbox enables you to access all incoming messages, whatever channel people choose. You can utilize the CEMax Unified Inbox to enhance team collaboration, reduce response times and streamline your daily task management activities.
Our adaptive workflow engine will make sure every feedback or complaint is being executed with the right SLA schedule and routed to the right people within the organization.
Depending on the complaint type and other properties like location, regulation, customer sentiment, and other characteristics, the machine learning workflow will create the needed tasks to resolve the complaint, assign the right people to each task, send emails and other correspondence to people within the organization and the customer, monitor that every task will meet its deadline, and execute escalations when needed.
Our experience in many verticals over the years has allowed us to test many workflow procedures. We saw which workflows worked, which were over complicated, and which worked best and made the customer happy. This allows us to bring to the project a set of best-practice workflows for your vertical and regulation requirements.
CEMax workflow allows easy integration with other applications and creates cross-application integration. Some examples of integration could be integrating CEMax with an existing HR system, or integrating CEMax with a quality assurance application, financial application, and others.
|Customer and Employee Focused|
|Workflow / User generated|
Remote users can view all ticket information for any customer.
Remote users can open a new ticket on behalf of the customer to resolve an issue and reduce response times.
Remote users can generate reports and view dashboard key performance indicators (KPIs).
CEMax delivers a complete suite of dashboard analytics reporting tools with direct access to service information data, key performance indicators, and insights from customer interactions.
View an integrated 360° customer view, see customer feedback, cases, survey information, social media information and other analytics all in one easy to understand Dashboard. The 360° can also incorporate information from other legacy system to enhance customer information detail.
The CEMax Knowledge Management module contains all organizational information including customer information, standard operating procedures, service policies, task procedures, reports and archived data.
CEMax analytics enable you to analyze customer activity, identify service bottlenecks, and detect product faults, measure customer satisfaction, and strengthen loyalty.
Our ready-to-use reporting and analysis tools help you understand your customer, improve product quality or service, and reduce churn rates. That is why our analytics and reporting tools cover every aspect of every customer interaction. CEMax analytics and reporting capabilities include:
KPI Keeper© will learn which KPIs and other performance indicators are important to management. Once learning what’s important, KPI Keeper will track these indicators online and will send managers detailed reports on their department/business unit activity, which KPI needs improvement, and how the department or business unit is preforming with regard to other business units, i.e., how one bank branch is measured to other branches in the state.
The implementation of CEMax’s customer complaint suite offers both technological advantages as well as competitive differentiators, but the most important aspect is the effect the solution has on the end customer. A customer who sends a complaint and receives a qualified answer in a timely manner will have a higher sense of loyalty, will promote the company to friends, and will increase spending. As we have tremendous R.O.I. examples, allow us to share a few:
Includes built-in Complaint Management, Call Center and Survey application with no third-party add-ons
Receive complaints via all communication types
Automate communications with customers
Workflow for complaint processing
Central complaints hub
Monitor KPI’s automatically
Use field-proven best practices
With 16 years of complaint management project implementation experience, you can be sure your project will be a successful one
Reliable, Field-Proven Technology
Fast Implementation Time
Standardize Service Activities
Lowering TCO Costs
24/7 Mission-critical Support
Quickly solving problems and reducing friction is key to retaining customers and protecting the corporate reputation
Increase Loyalty and Reduce Churn
Improve Customer Experience
Improve Products and Services
Promote Brand Reputation
Fast and Measurable R.O.I.
Meet Compliance Demands
We have managed to lower our complaint handling time by 70%. The adaptive workflow and having everyone in the organization connected to CEMax portal made a significant change
We were able to have a meaningful feedback dialogue with our customers. We have the ability to deliver an immediate response to all kinds of our customers’ feedback.
A Success Factor
CEMax solution proved to be a critical success factor in the implementation of our “Letter of Guarantee Policy.” We are confident that we can now offer a true customer experience for all our guests.
With our old system, we managed to get the job done, but with the CEMax customer experience solution and team, we are bringing the Volkswagen service vision to life.
CEMax platform receives customer complaints from all channels. The platform creates an automatic workflow for each complaint, ensuring we meet with all regulation standards.
The amount of insights we received from customers enabled us to make customer-centric decisions. We won the customer excellence award within a year. R.O.I. was amazing.