Quality Assurance

Complaint Management System – CMS

Problem

The previous complaints process was to be replaced as it entailed a high administrative and operational effort
Among other things, responsibilities had to be stored manually and kept up to date, agents had to be assigned and data had to be imported manually from SAP
In addition, the user interface was confusing and no simple user guidance was possible, making it difficult to familiarize new employees with the tool

Solution

The app developed with Simplifier bundles the complaints process in a central system and can integrate various data sources such as SAP and customer service software for complaints
Responsibilities and data are loaded dynamically from the SAP system , saving the user time and effort
Usability is significantly improved by the user-specific customization of the forms using a dedicated role system

Impact

Process bundling in one app.

Thanks to the process bundling and the reports on complaints, the process has been greatly optimized. The improved usability leads to increased user acceptance and boosts employee efficiency. The app can also be integrated into other apps, such as a store floor manager. This cross-process integration leads to further optimization and automation.