You want to manage complaints and claims, not let them escalate
Complaints management and claims follow-up
Complaints and claims are signals that something in your organization did not go well. Whether it concerns a customer complaint, a damage claim or a formal liability claim: you want quick insight, clear follow-up and certainty that it is handled correctly. In practice, however, you notice that information becomes scattered, responsibilities are unclear and that learning from complaints does not happen structurally enough.
That increases the risk of recurrence and reputational damage.
Registering alone is not enough
Many organizations register complaints and claims, but lack overview in the handling. Who does what? Which actions are still ongoing? What is the status towards the reporter or an external party? And what do we learn from this for our processes and controls? Without coherence, complaint handling remains mainly reactive.
How EXB Software supports you with complaints and claims
With EXB Software you set up complaint and claims management as a structured and transparent process. You secure registration, follow-up and analysis in one system, linked to your QHSE and GRC processes.
Among other things, you can:
- register complaints and claims centrally, internally and externally;
- automatically assign responsibilities, tasks and deadlines;
- record correspondence, documents and evidence;
- follow status and progress in real time;
- collaborate across departments on handling and investigation.
From handling to insight and improvement
The process does not stop after handling. You analyze causes, recognize patterns and make connections with processes, risks and incidents. Improvement measures are recorded and followed up through the same process flows, so that learning and improving become a structural part of complaint and claims management.
Through dashboards and reports you gain insight into numbers, lead times, causes and trends. This supports well-founded decision-making towards management and helps to prevent recurrence.
Demonstrable and verifiable
All steps in the process are recorded and traceable. This makes it easier to account for yourself towards customers, insurers, regulators or auditors. You show not only that complaints and claims are addressed, but also how and with what result.
What does this deliver for you?
You keep control over complaints and claims, prevent matters from being left undone and use signals to improve your organization. This leads to less recurrence, better customer relationships and more calm and certainty in your role.