Convenient complaint processing and getting to the root causes.

Almost every company - no matter what industry or size - is confronted with complaints from various sources in its warehouse. The challenges here are to process the complaints as quickly as possible in addition to day-to-day business in order to ensure the satisfaction of customers, suppliers, subsidiaries and transport service providers. The reasons for a complaint are diverse in nature and depend on the individual business model. Examples are: The delivered goods are defective or faulty, the goods were delivered incorrectly or too late, a collection was not processed or a delivery bill is missing.

Efficient complaints management requires data
Transparent complaints management is needed to process complaints as quickly as possible. The first step is to record the complaint in the system, regardless of whether it comes from the supplier, customer or transport service provider. To make time-consuming documentation in Excel lists a thing of the past, our warehouse management software SuPCIS-L8 offers convenient support for the service team in logistics. Various information is needed for the successful processing of complaints. Each complaint order receives a separate complaint number when it is entered. Under this number, the reason for the complaint, the source of the complaint, other qualifying characteristics and the status are then stored and can be viewed.

Complaint processing in practice
With the help of the generated complaint orders, any goods that are the subject of a complaint can be quickly identified in the warehouse management system in terms of the item and the underlying delivery item. By entering the order and item number, our SuPCIS-L8 automatically assigns the information from the original order such as customer name, return address, complaint number and complaint type. The next step is to classify the complaint and decide on the next steps. How complaints are handled further depends on the company and the product portfolio. There are a wide variety of complaint solutions - a practical example. Too little material was delivered. The solution: The shortfall is immediately replenished and recorded in the warehouse management software in conjunction with an inventory correction.

Seeing complaints as an opportunity
Every complaint arises from defective or incorrectly executed work, which of course must be avoided. Our warehouse management software offers users the possibility to create daily statistical evaluations of complaints in order to get an overview of the performance in the warehouse. "How does the complaint rate relate to the pick items? At which point in the warehouse do the errors happen? What were the reasons for the complaints? etc. - the answers to these questions are provided by the statistics stored in the warehouse management system. They enable the user to derive appropriate measures and implement them in practice. Complaint handling is not only about solving the complaints efficiently and satisfactorily, but also about making the causes transparent and learning from them.

The transparent management and documentation of data and the simple processing of complaints significantly reduce the amount of work involved in complaints management. In addition, every employee in the warehouse has an insight into the current status of individual complaints orders at all times. At the same time, the system makes it possible to establish a connection between the complaint and the cause. This makes it possible to identify potential sources of errors in the future and reduce costs. In addition, smooth complaints processing also leads to positive customer loyalty.

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Your complaints processing is running slowly and the errors can hardly be identified? Feel free to contact us.