03-01-2013, 02:41 PM
Every product will have an email id assigned to it. Customers, when they have a complaint about the product, will send an email to the email id provided to them for that product.
These Emails should get logged into the database and a complaint number should be generated. The customer should get an acknowledgement back saying that his/her complaint is received.
Administrators will be set up for each product and he/she should see all the complaints received for that product.
Groups of complaint handling executives should be set up for each product.
The administrator for a product should be able to assign the complaints to specific members of the complaint handling team for that product.
The complaint management team member should see the complaints assigned to him/her in his inbox. He should be able to send mail to the customer through the system with any clarification/solution or asking for more information.
These subsequent communications should be stored as a part of the same complaint.
The complaint should show all the communication that happened between the customer and the organization.
A complaint can be closed with some pre defined statuses like: Open, Closed, Abandoned, In-progress, etc.
Reference information should be maintained in the system like complaint management team for different products, mail ids for different products, default mail texts for products, default mail subjects for products, list of users, list of products
