Lighten the load of complaints management

Is there room for improvement in your complaints handling?

Complaints information is important for any organisation. Before you can improve, you need to know where you’re going wrong.

Complaints handlers are often hampered by poor systems that are stuck in the past and vendors who are thinking only of their profits, rather than what you actually need.

The spreadsheet paradigm

Many complaints handlers live in a nightmarish world of spreadsheet overload.

Spreadsheets are useful to begin with, but over time they become difficult to manage and slow.

• What happens when more than one person wants to edit a spreadsheet?

• How can you tell who did what, and when?

• And if your spreadsheet gets corrupted, what then?

The spreadsheet paradigm

With Cirrus all your spreadsheet problems go away.

Instead you get a flexible system that:• multiple users can access and edit• works out all of your deadlines for you• allows you to assign complaints to

specialists• has in-built reporting• includes regular back-ups • works anywhere

Beware those pesky outside influences

Some companies find themselves forced to work a certain way because of outside influences.

Vendors end up dictating your IT setup by:

• Telling you what software you’re allowed to run in so it doesn’t cause clashes with their software and causes them support issues.

• Making you use a particular (costly) flavour of hardware that is usually confined to office use only.

Beware those pesky outside influences

This way of working is old-fashioned and inconvenient, and will one day go the way of the dinosaurs… the sooner, the better!

Cirrus only requires an internet browser and access to the internet. That’s it. It can be any browser on any device, and the internet connection can be as slow as 3G.

Cirrus will adapt beautifully to any device. This is known in the trade as ‘responsive design’ and is the cutting edge of thin client software.

The great vendor hei$t

Vendors often try and sell us the old ‘we can do it, but it’ll cost you’ scenario.

Typical Vendor: “We’ll send over a consultant in a month’s time at £2k a day. Two weeks should be enough time to figure out exactly what you need. Then it’s just a matter of customising the new module for you, for a small fee of course, then installing it and adding the module cost to your yearly license fee. Around £60k should cover it all”

Does this sound depressingly familiar?

The great vendor hei$t

Ok this is an exaggeration, but the people we meet tell us that they’re sick of being ripped off by vendors.

We’re not like that

All customers get the same version of Cirrus, they just customise it themselves - picking the categories and timescales they want to use not what we tell them to use.

It’s really easy to do, so there’s no need for consultants or computer science degrees.

Time and the window of embarrassment

You can’t be seen as a dynamic customer-centric organisation if you’re demanding customers put their complaints in writing or put up blockades to make it difficult for people to complain.

Delays in handling customer complaints means simple issues can become more complicated and impact on your reputation.

Being responsive doesn’t come easily for some, but issues can quickly escalate if they’re ignored.

Time and the window of embarrassment

Cirrus is designed so that it can be used out in the field at the point of contact.

Cirrus is fully mobile, meaning there are no excuses not to capture complaints early.

If complaints are logged at first line, then this means that there are no delays, and therefore managers and complaints teams can get to work straight away. This minimises the impact on the organisation and to the customers.

Best practice? Says who?

Some organisations are amazingly good at dealing with complaints and driving forward customer satisfaction.

Other organisations prefer to bury their heads in the sand and would rather pretend that it isn’t happening.

What type of organisation are you??

Best practice? Says who?

If you’re happy with your current processes, Cirrus can be easily configured to support what you’re doing. Your staff will follow your own processes without them even know they’re doing it.

But if you don’t have a mature set of processes, or want to simplify things a bit, we can configure Cirrus for you. We’ll set it up to follow our own recommended straight-forward processes.

Welcome to the 21st Century

When we designed Cirrus we knew that the landscape of IT was shifting more rapidly than ever before.

Organisations are making big progress by giving their staff access to a mobile office.

Technology, and the incredible success of the smartphone (and now tablet) are the driving force behind this.

And the internet is the tool allowing all of this to happen…

Introducing the mobile workforce

Cirrus is a web app, meaning it is actually a website with a responsive design.

You can run it on any device you like however weird or wonderful.

There’s no waiting for downloads either, just click a hyperlink to get started.

This means that you’re no longer chaining staff to their desks because your software says so.

Front line saves you time

With a mobile workforce you have the capability of capturing complaints out in the field, that’s what we wanted to achieve with Cirrus.

By capturing complaints on the front-line the process starts quicker, as you’re not waiting for a complaint to come in by snail-mail.

The sooner the process starts, the more reactive you appear, and the better your chance to resolve a complaint quickly.

So, what about your central team?

Using Cirrus allows your central complaints management team to get on with what they do best.

Our current customers have seen a massive reduction on paper pushing and reports gathering.

They now have the ability to keep an eye on what’s going on in real-time, meaning potentially embarrassing incidents are dealt with before they become a problem.

Sitting on a cloud

What is ‘the cloud'? Simply, it means storing your data off your network.

Most organisations are looking to cloud solutions as a way of reducing both costs and hassle.

Cirrus takes care of everything: software, data, security, training, support.

Your data is backed-up daily and sent to our separate disaster recovery site… just in case!

Make decisions due to facts not whims

Previously companies had no idea of how many complaints were upheld.

Cirrus enables changes to be made based on facts and statistics rather than guesswork.

Examples of changes include:

• Policy changes

• Training

• New systems

Visit www.cirruscomplaints.net for more information about the system, and the team behind Cirrus.

Follow us on Twitter: @Cirruschs

https://www.linkedin.com/company/cirrus-complaints-handling-system-places-for-people-

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