Complaint Management Solution for Postal Companies
Streamline your complaint handling and drive business success with this all-in-one software platform
Undelivered mail, delayed or damaged goods, service issues – when the relationship with the customer is strained, professional complaint management can pour oil on troubled waters and reconnect the customer to the company. In the postal industry, the strategic handling of customer complaints provides a clear competitive advantage. The Spectos complaint management software enables postal companies to always be one step ahead. Build better levels of customer trust and loyalty by quickly responding to their concerns. Improve your customer service in the long-term by systematically capturing and analyzing weak points. Turn complaints into a unique opportunity to build rapport with your customers.
Consumers have clear expectations about what they want from a complaints process
They want their issues resolved as soon as possible. Avoiding unnecessarily long response times and poor service quality is therefore crucial. This is easier said than done, as post and parcel operators encounter several hurdles on their way to excellent customer service.
Challenges for postal service providers when dealing with complaints
- Unanswered queries and lengthy response times
- Inconsistency stemming from varied approaches and methods employed by staff across departments
- Lack of transparency regarding the current status of requests in the processing stage
- Staff possessing varying levels of subject matter knowledge
- Disparate information stored in siloed data sources
- Complicated or non-existent reports or statistical analysis of complaints
- Absence of a systematic approach to error prevention and the long-term improvement of delivery processes and services
Do you want to learn more about our Complaint Management Solution for Postal Companies?
Hello, my name is Katja Peschke. As your contact in this topic, I am happy to answer your questions.
How can Spectos help to respond to customer problems more effectively?
Efficient handling of customer complaints
Rapid and transparent case management using a smart ticket system
Long-term service quality improvement
Real-time reports and benchmarking for targeted performance monitoring and management
Here’s what your postal industry cockpit could look like
Here’s what your postal industry cockpit could look like
Core elements of our complaint management software for postal companies
Multiple channels for filing complaints to post and parcel operators
Automated collection of all inquiries in one centralized platform
Real-time notifications when receiving complaints or exceeding critical deadlines
Automated creation of tickets for new projects and assignments to the employee in charge
Cross-departmental access to the ticket system with individual access rights for team members
Detailed information on the current status of each inquiry, including processing history and attached data
Variety of functions to systematically manage the complaint-handling process, i.e. pre-defined text-templates, prioritization etc.
Easily understandable reports and visualizations on satisfaction KPIs, the status of a ticket, and benchmarking
The Spectos Real-Time Performance Management™ platform is a convenient, user-oriented all-in-one platform that can be extended at any time. It provides us with the means to address the multi-faceted demands of day-to-day business and to meet continuously changing customer requirements both today, and in the future.
Steve Gülzow | Director Partner Management | dvs – Deutscher Versand Service
Handle delivery complaints in one central platform
When handling delivery complaints, the different channels of communication may lead to different procedures for processing a case, depending on the department. For some complaints, there may be a risk of getting lost along the progress or being incorrectly assigned to an employee. This is where our multichannel approach comes into play. With Spectos’ solution, all inquiries are bundled into one single platform, allowing for a consistent and transparent processing of customer complaints.
- Collect requests and complaints flexibly in one system, regardless of whether these are sent via email, chat, contact form etc.
- Retrieve all the important information in a unified manner, no matter which channel has been used to issue the complaint
- Get a detailed summary of each request in the Spectos Real-Time Performance Management™ suite
Increase efficiency and transparency in processing complaint
In this fiercely competitive postal market where consumers can exercise choice of supplier, post and parcel operators face particular challenges: they receive inquiries and complaints from both senders and receivers. Spectos’ integrated ticket system brings together all those requests in one central platform. With a number of useful features, you have the means at your hands to rapidly respond to your customers’ concerns.
- Central display of all data in one platform
- Automated processes for inbound and outbound communications, assigning responsible parties, alerting
- Define the access permissions for external partners (i.e. key accounts) for an even more efficient exchange of information
- Get an even more detailed case processing using additional tools such as CIRS and Live Tracking
Criticism is gold in disguise – use it as an opportunity to improve your customer service
Optimizing the complaint-handling process speeds up the turnaround from complaint submission to resolution. Effective complaint handling benefits both consumers and postal operators. It helps build better levels of customer trust and loyalty and limits negative publicity. With Spectos’ Real-Time Performance Management™ platform, every step towards resolution is clearly documented, which enables you to derive targeted measures for improving your quality management in the long-term.
- Detailed insights into processing status, processing time, and the distribution of complaints (i.e. what are your customers unhappy with the most and why?)
- Interdepartmental and cross-organizational access for all employees
- Access rights linked to user’s roles
- API for connecting to existing systems
- Easily expandable platform (open to further solutions such as transit time measurements and CIRS)
How well do you actually perform?
Why do customers prefer your competitors? What barriers make it more difficult for consumers to get in touch with you? How can you improve your clients’ experience? Gain insights into your services from a consumer’s perspective with Spectos’ Mystery Panel. Expand your complaint management with quality checks!