Monday, March 3, 2014

Software for customer complaints and corrective actions

According to American Express Global Customer Service:
  • 70% of Americans are willing to spend an average of 13% more with companies they believe provide excellent customer service
  • 60% believe businesses have not increased their focus on providing good customer service
  • 78% of consumers have bailed on a transaction or not made an intended purchase because of poor customer service
  • 59% will try a new brand or company for a better service experience

It is clear that customer service and quality management is an important issue for companies in consumer packaged goods.

For this, beCPG offers a module for managing incidents:

  • A workflow of customer complaints
  • Management of non-conformities
  • A dashboard for monitoring incidents
  • Analysis cubes to build your own queries

Workflow of customer complaints

Creation of customer complaint

The benefits of the module are multiple:
  • Faster because of automated processing
  • Products conform to specifications
  • Better monitoring of corrective and preventive actions
  • Traceability on exchanged emails, letters because they are stored in beCPG. In addition, adding attachments to customer complaints is very easy, thanks to the integration with messaging tools.
  • Reporting to simple questions such as:
    • The number of customer complaints by Products / Plants / Clients / ...
    •  The evolution of customer complaints over the time 
    • Types of customer complaints 
    • The average response time according to criteria such as the type of claims, the severity

Dashboard of issues

Reporting with chart on customer complaints


  1. We also need to find better way to reduce the number of complaints and returns, especially as more and more transactions go online. In a store we can touch/interact with a product. Online the experience has been very flat/2D. At Lagoa we are working to make the experience interactive and 3D

  2. I enjoyed reading your article :) PLease continue publishing helpful topics like this. Regards, from

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