Convenient complaint processing: reduce effort and increase customer satisfaction.

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 complaint management requires data
Transparent complaint 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. Our warehouse management software SuPCIS-L8 offers convenient support for the logistics service team so that time-consuming documentation in Excel lists is a thing of the past. Various pieces of information are required for the successful processing of complaints. Each complaint order is given a separate complaint number when it is entered. The reason for the complaint, the source of the complaint, other qualifying characteristics and the status are stored under this number and can be viewed by everyone.

Complaints processing in practice
The generated complaints orders can be used to quickly identify any goods subject to complaint with regard to the item and the underlying delivery item in the warehouse management system. By entering the order and article number, SuPCIS-L8 automatically assigns the information from the original order, such as customer name, sender address, etc., to the complaint number and the complaint type. The next step is to classify the complaint and decide on the next steps. How complaints are handled depends on the company and its product portfolio. There are many different complaint solutions. If, for example, too little material has been delivered, the missing quantity is delivered immediately and recorded in the warehouse management software in conjunction with a stock correction.

Seeing complaints as an opportunity
Every complaint arises from defective or incorrectly performed work, which must of course be avoided. Our warehouse management software offers users the option of creating daily statistical evaluations of complaints in order to obtain an overview of warehouse performance. "How does the complaint rate relate to the pick items? Where in the warehouse do the errors occur? What were the reasons for the complaints? The statistics stored in the warehouse management system provide answers to these questions. They make it easier for the user to derive appropriate measures and implement them in practice. Complaint handling is not only about resolving complaints efficiently and satisfactorily, but also about making the causes transparent, learning from them and adapting the processes.

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The transparent management and documentation of data and the simple processing of complaints significantly reduce the effort involved in complaints management. In addition, every employee in the warehouse has an overview of the current status of the individual complaint orders at all times. At the same time, the system makes it possible to establish a link between the complaint and the cause. This makes it possible to identify potential sources of error in future and reduce costs. Smooth complaint 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.