Complaint Management

Who We Are & What We Do

Issuetrak is a privately owned, Virginia-based company specializing in high performing, customizable issue tracking software.

Companies ranging widely in size & industry use Issuetrak to track their business issues & processes, including complaints, incidents, onboarding, equipment defects, change management, compliance, help desk tickets, facility maintenance requests, & much more.

We’ve served over 2,000 customers in 36 countries. And, we offer both cloud and on-premise deployment options.

Complaint management is a process for acknowledging, resolving, & preventing complaints. This helps keep your customers happy while reducing your company’s risks & liability or helping you stay in compliance.

What is Complaint Management?

If you sell a product or provide a service, you likely have customers—internal or external—who periodically report a complaint, concern, or request. To be really good at addressing those complaints & concerns, you need a complaint management process.

Who needs Complaint Management?

Lots of organizations, big & small, are facing a record number of complaints.

signs your manual complaint tracking method is failing

1. You’re unsure if your information is current or confidential

2. Monitoring progress is problematic

3. Prioritizing has become a challenge

4. Accountability is an issue

5. Collaboration is under strain

6. When someone moves on, the system implodes

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Software can drastically improve your Complaint Management process by:

• Providing multiple ways to submit complaints: email, web form, web portal, mobile

• Automatically turning complaints into tickets that are then assigned • Allowing you to define your own workflow for addressing complaints • Keeping customers automatically looped in on resolution progress • Allowing you to escalate complaints that may have remained idle • Providing at-a-glance Dashboard metrics to monitor open complaints • Allowing you to create custom reports that can be distributed

automatically

It’s this easy…

complaint sent by email, web form, or phone

• Issuetrak receives complaint

• turns complaint into trackable issue

complaint automatically assigned

• process initiated • tasks completed • updates/notes

added

complaint escalated if necessary

• complaint closed upon resolution

• reports automatically run & distributed

complaint tracked through lifecycle

examples of organizations that use software for complaint management

1. Municipalities track citizen complaints & requests

2. Schools & universities manage all kinds of complaints

3. Financial institutions have regulatory requirements for managing complaints

4. Restaurants & retailers track complaints & also compliments

5. Healthcare facilities have to manage complaints & incidents to ensure safety & compliance

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Complaint Management for Municipalities

Monitor complaints from citizens, consumers, visitors, & employees:

• road complaints • code violations • education concerns • housing issues • complaints against employees

Loop in city officials by giving them access to the system & sending automatic reports!

Complaint Management for Schools & Higher Ed

Monitor complaints from students, parents, teachers, & staff:

• harassment & bullying • complaints against teachers • bussing/transportation complaints • parent concerns & requests • grade disputes • incident reporting • facilities & maintenance concerns

Complaint Management for Financial Institutions

Monitor complaints from consumers about:

• mortgages • credit cards & credit reporting • bank accounts & services • private student loans • debt collection • payday loans • consumer loans & more

Stay on top of your CFPB compliance!

Complaint Management for Restaurants & Retail

Monitor complaints & compliments from customers, employees, & vendors:

• food & drink complaints • restroom cleanliness concerns • service complaints • wait time complaints • facilities, maintenance, equipment concerns • compliments on food &/or service!

Easily provide automatic feedback to your customers & management!

Complaint Management for Healthcare Facilities

Manage complaints & incidents from patients, family members, & staff:

• room condition complaints • incident reporting • wrong medication issued • complaints against staff • facilities, maintenance, & equipment

concerns • safety concerns • insurance billing & payment disputes

For more information or a personal demo of Issuetrak for Complaint Management, call us at +1 (866) 477-8387 or email us at info@issuetrak.com.

Need more information? Ready for a personal tour?