A modern approach to implement CRM (Customer Relationship Management) is to manage customer experience (Customer Experience Management). According to a recent research, the defect rate of unsatisfied customers is lower if complaints are resolved effectively to relieve bad customer experience. Service-oriented organizations should set up an effective complaint channel to handle complaints in a positive manner instead of neglecting them. Otherwise, defect customers will eventually lead to revenue lost.

Complaint Management System is a workflow and reporting system designed for service-oriented organizations. It is an award-winning solution for CITIC Ka Wah Bank, leading to HKMA Quality Award in 2004 and Hong Kong Service Award in 2003 and 2002.

• Straight through processing
• Paperless operation
• Promote inter-departmental collaboration
• Facilitate progress tracking
• Availability of statistics and summary reports
• Reduced turnaround time
• Enhanced customer satisfaction