CWA Flow / Claim and Complaint
Management
The easy way to manage claims and complaints using a browser
CWA Flow / Claim and Complaint Management and Feedback Management
Workflow and web-based software
Professional complaint management affords you the opportunity to retain customers in the case of a complaint and to improve customer loyalty.
In complaint management, professional competence, availability and fast processing have a decisive impact on customer satisfaction.
CWA Flow allows you to increase customer and employee satisfaction and improve products and processes.
Processing of claims, complaints, requests, activities, ideas etc.
Processes, Forms, fields and layouts are flexible and individually definable
Clients, suppliers and partners may have access to the system via internet
User-friendly complaint and service portal
The portal design offers a fast and simple overview of the most important information. The user receives personalised functions and menus in accordance with his role and user rights.
CWA Flow is ideally suited for use by internal and external users as a central portal for the recording, control and processing of transactions, forms and tasks. The portal page also offers direct access to incoming transactions, news, status tracking, the knowledge base, contacts and reports.
If the LDAP module has been integrated, no additional password is required to log in (Single SignOn), and the users and organisations can be directly imported from an active directory service (e.g., from MS Active Directory/Exchange).
Process designer: Web-based process design using drag and drop
The integrated process designer allows workflows to be planned simply and with the aid of graphics. The scheduled processes are leading to efficient workflows with clear responsibilities, deadlines and active workflow control.
An event-based workflow engine performs an analysis while a workflow is being carried out to determine the correct activities and processing agent in each case using the stored processes, rules and roles.
CWA Flow supports manual (ad-hoc workflows) and predefined workflows as well as parallel and serial processes. Activities and e-mails can be triggered automatically.
Form designer: Simple and customised design of forms and screens
The form designer provides the design of the forms as a basis for workflow management and complaint management.
The workflow types, forms, fields and default values in the input screen and in the activities can be flexibly configured by the administrator so that every company can implement and use their own specific forms and screens.
Easy-to-read to-do lists (mailboxes) and E-mail alerts for new tasks
The complaints are displayed in a to-do list. Staff members or groups can also be alerted of new tasks via web browser or by e-mail. The user simply clicks the link in the e-mail to view their process. This means new transactions can be processed more quickly.
CWA Flow presents a clear overview of when a deadline was missed during a transaction and at what escalation level. Standard or individual deadlines can be set for each process, activity or state in CWA Flow.
Automatic reminders (as pre-reminder and at exceeding of deadlines) can be sent by e-mail if wanted.
If the LDAP module has been integrated, no additional password is required to log in (Single SignOn), and the users and organisations can be directly imported from an active directory service (e.g., from MS Active Directory/Exchange).
Encouraging complaints
Today, only a fraction of unsatisfied customers actually make a complaint. Some customers immediately take their business elsewhere without making any complaint or claim.
CWA Flow allows you to release input forms for complaints, ideas etc. on the Internet and to automatically import incoming e-mails into CWA Flow.
CWA Flow supports all channels of communication with your customers and external partners, including web, e-mail, fax, letters and telephone, in order to actively encourage unsatisfied customers to make complaints.
Receiving complaints
Simple and interactive operation supports processing agents.
CWA Flow allows you to record data completely, quickly and in a structured manner. Contact management gives you direct access to customers, suppliers and external partners. The contacts and products can be imported from other systems automatically and on a time-controlled basis using the import module.
The contact management and knowledge base are providing a comprehensive overview of all activities and solutions to date when creating a new transaction.
The complaint can be specified in detail using a tree structure with multiple choice options.
Interactive and transparent processing / 8D reports
The individual processing steps can be displayed to the processing agent interactively.
CWA Flow supports serial and parallel processing of activities and measures taken.
The processing steps are transparently displayed as a table including information on the processing agent, status, deadline, short description, etc.
To obtain statements, the software provides an option to send a link for an external web form.
Customer and external contact via web, e-mail and post / Importing e-mails
CWA Flow supports all channels of communication with your customers, vendors and partners. Confirmation of receipt, replies and other information can be sent via the Internet, e-mail, fax or post. E-mails and faxes can be sent directly from the program.
The incoming e-mails are automatically imported into CWA Flow and assigned to the proper issue. A reply to the e-mail may contain the entire history. A log of all e-mail traffic relating to the issue is automatically created and the customer relationship can be fully managed using CWA Flow.
The use of standard texts facilitates uniform, professional relations with customers, vendors and partners.
Evaluating and analysing complaints and claims
Intelligent reports and analyses offer you the chance to consistently improve products and processes.
CWA Flow is capable of performing comprehensive evaluations. The system can carry out analyses based on every form field, e.g., customer, category, and according to different figures, for example, quantity, percentage, turnaround time, costs.
CWA Flow allows the user to define standard reports. Reports can be created automatically by the system in a time-controlled manner and sent out by e-mail. The evaluations can be displayed as configurable lists and graphics using the web browser and may also be exported into MS Excel®. Improvement measures can be controlled as workflows in CWA Flow.
Continuous improvements
Improvement measures: Automatically triggered by direct operational transactions or evaluations.
CWA Flow allows you to define workflows that automatically suggest improvement measures, for example, in the case of specific values or repeating problems in the transaction.
Furthermore, improvement measures that are based on evaluations can be controlled as workflows.
