Masters the Four "R"s of Effective Complaint Management
Source: CDC Software
Process and system limitations stunted hotline staffers' ability to access information quickly and easily and resulted in misplaced and ineffectual handling of priority issues. Office of Inspector General (OIG) needed to streamline the complaint management process, ensure timely follow-up of responses and provide information to their investigative community across the country to ensure that criminal investigations were opened when necessary or referred to the proper authorities. With multi-channel feedback capture, processing and reporting functionality, CDC Respond's software solution for customer feedback management easily met the OIG's requirement for a system that could record, log, and track all incoming and outgoing calls, letters, faxes, and e-mail complaints and allowed all users to retrieve this information based on any criteria, or field, in the database.