Complaints & Repairs Management Software from TPM Software Systems

WWW.TPMSOFTWARE.COM

Sales Enquiry | Postcode Address | Measuring Diary | Deposits | Blinds Pricing | Pocket PC | Reports
Domestic Orders | Trade Orders | Quotations | SOP to Accounts | Customer Discounts | Pocket PC | Reports
Venetian Blinds | Vertical Blinds | Roller Blinds | Roman Blinds | Pleated Blinds | Wooden Blinds | Pocket PC
Consignment Notes | Delivery Notes | Packing Labels | Delivery Costing's | Delivery Routing | Final Invoicing | Pocket PC
Product Records | Stock Transfers | Production Orders | Volume Discounts | Wholesale Supplies | Purchase Orders | Suppliers Records
Sage Line 50 | Domestic Customers | Trade Customers | Wholesale Customers | Management Accounts | Company Results | Final Accounts
Sage Line 50

Complaints & Repairs - Integrated or Stand Alone Module Available Now!
Price per User License is £29.00 for stand alone module only

Buy Now on Pay Pal
Software License Quantity
ﴨ>

The Desktop Blinds Complaints Module is compliant to regulatory standards  ISO 9000

Different Sources of Customer Complaints
In a manual customer complaint system, customer complaints may come from different sources (e-mail, phone, fax, letters, corporate Web site, sales reps, etc.). These complaints may languish in someone's 'in' box, especially if there is no formal complaint system and standard procedure for processing them. Without a cohesive structure that captures complete information in a timely manner, it is almost impossible to formulate a strategy for customer complaint resolution which costs you time and money.

Efficient Customer Complaint Process
TPM Software's customer complaint & repairs module will reduce the life cycle of the complaint process by streamlining different steps and consolidating different sources of customer complaints under a single platform. It provides a ready built form that captures all necessary information, provides automatic follow-up via e-mail or fax notification, and incorporates escalation to ensure timely response.

Shown Below are the Actual Software Screen Shots with no size reduction
COMPLAINTS TAB (The initial tab used when entering the Customers Complaint)

Enquiry Form

 

Features:-
1. Suitable for any type of business that handles Complaints, repairs, returns and stock control
2. Built in processes takes the worry off key staff
3. Online Tutorial available at any time
4. Process complaints
more quickly and efficiently
5. Know how your profits
are being affected and
from which department or
individual
6. Easily identify recurring issues
7. Keep track of carrier
charges
8. Automated process of
responsibility
9. Customer Satisfaction
10. Training done online
11. Installation online
12. Up to 1000 concurrent users at any one time
13. Better Quality Control

  • A/C Name Picks up Existing Trade or Domestic Customers details and inputs automatically onto the complaints form
    Product
    Type is a Self Generating List of Products that your Company Manufactures
    Pick from the Company Product List the Item for Complaint
    Description of Complaint
     is a Memo field for the Actual Complaint for great detail and reference
    Order Reference 
    if you had initially given out a Job or Lead Number
    Action Required
    is Self Generating which means that whatever type of work you generally do, it will always be remembered here
    Authorised By is also Self  Generating and will remember your Authorisation Names

  • Quick Find Buttons on the bottom of the Complaints tab form will allow the Company to find any Complaint Instantly based on:-
  1. CC Number which is the complaints number
  2. Cust ID which is the Trade Customers A/C ID or in the case of a Domestic or Retail Customer the Initial Lead or Enquiry Number
  3. Company allows the user to find all records associated by a particular company name
  4. Product Type allows the user to select all records where repairs have been done on a particular product type. Very useful for analyzing costs and fault trends
  5. Order Reference is used to find a Complaint based on a factory order number or internal order number that you made or sold the goods on
  6. Phone No asks the user for a customer phone number and selects any record that carries this phone number
  7. Operator is used to find all complaints entered into the system by a specific operator which is useful in finding out how many complaints are entered each day and by whom
    Print Complaint is a copy of all details of the complaint entered onto the system to allow the Job Complaints process to begin within your departments

CC No Inserts a Complaints Number and Complaints Date and is Automated
Operator
Identifies which Staff Member took the Complaint
Collection check out is mainly for when a customer wishes to collect his item or not
If a customer wishes to have his goods delivered then a Delivery Charge may be levied against the company or individual
Department will be the
Department Responsible for overseeing the work to be done for this particular complaint and the Person or Persons Responsible

Complaints1

Print Complaint is a copy of all details of the complaint entered onto the system to allow the Job Complaints process to begin within your departments

 

"Seek to Delight Your Customers"

COLLECTIONS TAB (Used when the customer’s goods have to be collected)

Complaints2

 

 

 

 

 

 

 

 

 

 

 


Customers Details are defaulted to the information entered onto the Complaints Tab, however the details here can be overridden if required. For example if the customers Item has to be collected from a different address which may require a different contact name and telephone number
Comments memo field to allow you to put any special instructions onto the collection note for a courier or a in house van driver
Carrier is where the staff would put the method of collection i.e. a courier service or a internal pickup
Arranged By is there so that you know who arranged the pickup with the courier
Attention Of is the person or department that this email or faxed document will go to when completed


Report0

Quick Find Buttons on the bottom of the Collections tab form will allow the Company to find any Collection Instantly based on:-
1. Collect Name
is the name of the Company or Person that the Item(s) are being collected from
2. Collect Date
is the Collection date that goods will be collected on
3. Consignment Number is the allocated consignment number that the courier should have collected the goods on

Email Authorisation allows you to email the customer to accept the repairs or replacements of the goods and must fax back the signed copy to you the company

 

 

 

"Manage Customer Expectations"

 

 

 

 

 

Report2

Print Collection Request allows you to either Print and Fax the request or Email the Request to the courier
Parcel Qty
for information to the courier of how many parcels to collect
Collect Date when you or the Customer expects the parcel to be collected
Consignment No this is when your courier gives you a consignment number for this specific collection and this field is used to store the number against this collection

.

INSPECTION TAB (Used when the customer’s goods have been collected or delivered and are now ready for Inspection by the appropriate staff member)
Foreword!
When the Collected or Delivered item has arrived, the person or persons inspecting it must decide if the delivered goods are:-
  1. No Charge Repair
  2. Chargeable Repair
  3. Credit Customer
  4. Return to Supplier
  5. Send Customer a Covering Letter
"Does Your Company Measure Up to Your Customers Expectations?"
Complaints3

If the Goods Inspected is a No Charge Repair then all costs are borne by you the Company and a No charge Repair Work Sheet is raised
If the Goods Inspected is a Chargeable Repair then all costs are borne by the Customer and an Authorisation for Repair form is sent by Email or Faxed to the customer for their Authorisation, after being Authorised the Repair Work Sheet is raised
If , after Inspection, the customer needs to be Credited then all costs are borne by you the Company and the Original Invoice / Job Number must be Credited for the accounts department. Thereafter a Credit Authorisation Card is raised for this Job

In all cases a Job will not be started without proper Authorisation…

  • Inspection Report Details is a memo field to input the Inspection findings
  • Inspected By is the name of the person inspecting the goods
  • Action Required is as above - the decision making process to decide who pays for the actions necessary to end the complaint
  • Check Out Box - If Chargeable used to enable a chargeable Repair Form to be printed and allocates a chargeable number with Costs to the customer shown and recorded
  • Check Out Box - If Credit Is Required used to enable a Credit Return for this customer including:- Credit Note Number, Credit Value Ex Vat, Original Invoice Number and Invoice Date which allows the printing of a Credit Authorisation Form
  • Reason For Return is used to Identify how the Complaint Occurred and is used by the software to Analyse these details for problematic manufacturing problems. A drop down list is self generating
  • Repair Details is only used if a repair is necessary. This information is shown in detail on the repair card
  • Despatch On is the date that the goods are to be delivered or collected
  • Check Out Box If Charge Accepted is checked out when the customer accepts the charges that they have had notification of.
  • Acceptance Date this is the date that the customer has informed you about acceptance
  • Print Authorisation for Repair customer can be emailed or faxed with this form which includes all costs to them including what remedial action will be taken to end the complaint.
  • Cost of Repair is either the cost to you the Company if you are liable or the cost to the Customer if they are liable, similarly with the Carriage Cost
"Really Know Your Complaints Processes"
Report4

Print Credit Authorisation if indeed a credit note has been requested then all details, for customer and accounts department alike, will be included including credit values and reasons for credit being given

 

"Use Customer and Employee Input to Design processes"

Report3

Print Repair Card depending on the repair criteria as noted earlier a repair card with all instructions and costs is printed or emailed

 

"Use Technology to Support and Improve the Complaint Process"

Report6

Print Repair Card depending on the repair criteria as noted earlier a repair card with all instructions and costs is printed or emailed

 

"Practice Continuous Process Improvement"

ACTION TAKEN TAB (Used when the customer’s goods are awaiting collection. Details can be recorded in case there are any problems with the carrier or customer)
 

Complaints6

 

Actual Date Of Despatch is when the carrier or others did or did not collect the goods
Action Taken is only there to provide you with a memo field to input any areas of concern regarding your carrier
Additional Comments is only there to provide you with a memo field to input any areas of concern regarding your customer
Quick Find Button – Date 1.Despatched allows you to find Jobs for despatch by date
Check Out Box If Complaint Closed once the complaint has been closed all you have to do is check out this box and put your name into Complaint Closed By
Transfer Closed Complaints
this in effect will allow you to transfer the full Complaint Record into the Complaints Closed Module so that all you will see are the open complaints and nothing else

REPORTS TAB (Analyse Complaints and Collections)
Report6





Identifies product problems
of any type

Current Complaints Received a report filtered by a start date and end date that you input. This report shows you all current complaints within your selected date range and gives you details on all complaints and costs to your company.

Report7


This report shows you all outstanding complaints within your selected date range and gives you details on all complaints and actions to be taken by your company. Identifies product problems of any type

Complaints Outstanding a report filtered by a start date and end date that you input.

Report8







The field Responsible on the Complaint Tab will be empty to enable this report to run

Authorisation Outstanding a report filtered by a start date and end date that you input. This report shows you all current complaints within your selected date range that have not yet been authorised by the responsible person.

Report9





Identifies carrier problems over time periods. The field Actual Date Of Despatch on the Action Taken Tab will be empty to enable this report to run

Outstanding Collections a report filtered by a start date and end date that you input. This report shows you all outstanding collections within your selected date range and gives you details on all consignment note numbers and actions to be taken by your company.

Report10

 

Current Complaints Open a report filtered by a start date and end date that you input. This report shows you all current complaints still open within your selected date range and gives you greater details on the complaint and costs to your company. Identifies product problems, supplier problems & fabric or component faults of any type
PHOTOGRAPH TAB (Take a photo of the item and import into the complaints form)

Photo1

Inspection Picture a photo import section. Simply take a photo of the damaged or repaired item and import the image into its correct complaints number. Great for returns to suppliers or persistent customers who are at it!

"Buy This Effective Complaint Management Process Now using Pay Pal"

Sage Accounts can be Fully Integrated with the Complaints & Repairs Module.
Microsoft Excel accepts exporting from the Complaints Module..
Pocket PC Integration
You won’t find any better Complaints Management Software at this price !
Price per User License is £29.00

Contact Jim now to have your Complaints & Repair stand alone program Installed via the Internet
Telephone: Mobile 077806 13157

Complaints & Repairs Stand Alone Module
License Quantity

"The key to beating the competition and keeping up with the times is continuous improvement. The key to continuous improvement is to refine, redesign, and improve your complaint processes while putting the customer first."
To Do - Evaluate Your Complaint Systems against what you have experienced on this web page and Order TPM Software's Complaints Stand Alone Module To-Day
Terms of Sale
The Software will be downloaded onto your computer systems using teamviewer. This only takes 10 minutes of your time and is painless. The software can be used as soon as it is downloaded. It will be embedded with your Company Name and address details. A full refund, up to 30 days, will be available to any Company seeking a refund due to the software being mis-sold as per specification.
A full years telephone support and website support comes with the Complaints programmes
 
PiroHunter Douglas
About Us
| Contact Us | Copyright © 2010 TPM Software