Product complaints: how can the production site be involved immediately?

Sharing is a feature of our Jeko ticket management software. It allows the contact centre and other parties involved in handling consumer requests to share information, documents and attachments. For product complaints, Sharing helps companies speed up intervention and involve the production site.

It was created to immediately share only relevant information with the parties involved in a product complaint, so the company never loses direct control of its handling. Each complaint includes the information needed for investigation, such as images, attachments and anything useful to the production site. The ticket also records a classification level indicating severity and urgency. Based on product data, the contact centre automatically assigns the complaint to the relevant production site, reducing handling delays.

The production site receives an email notification with access to the portal containing the ticket to handle. An investigation process is then activated and tracked within the ticket, with the company retaining full control and visibility. When handling is complete, the complaint classification can be confirmed or changed. Its multiple levels and details serve various purposes, including consumer response handling, product and raw material analysis, and reporting.

What are the main reasons for a company to adopt Sharing?

Companies with in-house or outsourced customer service that seek efficiency and quality choose processes and applications that reduce handling times and ensure information security. Sharing is valuable to both the company and its own or co-packer's production site because it ensures an efficient product complaint process:

• promptly informs production, reducing intervention and resolution times
• prevents the loss of information and control that occurs when information is transferred through different channels, such as email and telephone
• organises information and diagnostic activities through to case closure
• enables real-time monitoring of every stage of the investigation
• allows subsequent handling stages to be assigned to other parties, such as laboratories, sharing only the necessary data and collecting their feedback in an organised way
• standardises the investigation process across production sites according to company needs through extensive customisation
• enables quantitative and qualitative analysis of received complaints using various criteria, through file exports or customised reports
• also gives consumer service or the contact centre immediate access to the final outcome, so the customer relationship can be managed according to the instructions received.

How valuable is adopting Sharing for a company's production sites?

A straightforward tool, easy to use even for occasional users.

Simplifies complaint handling, coordination, monitoring and reporting.

Available under SaaS licences. No technical intervention required. Supplied preconfigured.

Named-user licences. Information is managed and processed securely.

Highly competitive rates for large companies and small and medium-sized businesses alike.