ITC-CFM

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Consumer Interactions Process is managed by CRES (Consumer Response Software) application. The existing system offers provision to log only complaints, other interactions such as feedback, query, and request interactions are currently being managed in the offline mechanism. The existing system being based on LN based platform offers restricted scope to modifications as per Business requirement.
The introduction of the new software is aimed to capture all the transactional data pertaining to consumer interactions into a single system to serve as a ready reckoner for any future requirements in a user friendly environment. Also, this tool offers analysis of data for trend study and planning of any future action.

Flexibility to incorporate changes as per requirement
Data analysis – various chart in the form of Bar, Pie, Pareto for the following reports
Analysis Report based on the nature of Interactions (Query, Feedback, Request, Complaints, and Compliments etc.)For all Brands.-Monthly ,Quarterly and Yearly basis
Branch wise, Factory wise, ageing of Complaints.
Zonal distribution of Interactions (Query, Feedback, Request, Complaints, Compliments etc.)
Status of interaction.
Category, Brand, Zone wise analysis of complaints
Discussion forum amongst cross functional teams
Central repository for standard documents such as Form, Templates etc.
Capturing Call Information sheet through Excel upload
Central repository of audio files against individual interactions

Badging of the Branch team based on closure timelines.
The system will have the feature to identify consumers who have logged complaints historically.
The system will have the feature to identify consumers who have logged complaints historically.
Recurring complaints for a certain Brand and Variant will be notified by email to all the concerned stakeholders if occurring within 3 3-month timelines.
Reminder emails for closing unattended complaints will be triggered to all concerned stakeholders on a weekly basis in addition to escalation emails.

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