B2B complaint management software

UsefulFeedback’s complaint management software for B2B enables you to automate the distribution of complaints, queries and feedback throughout your supply chain and better manage your vendor and supplier relationships.

Your customers are demanding more for their money and are no longer prepared to put up with the slightest defect or issue. It’s often said that listening to consumers can be the key to delivering the right product, but what if you don’t have a direct relationship with the consumer? That’s where UsefulFeedback for B2B comes in, making it easy to capture and manage complaints, comments and informal feedback, even when there isn’t a direct relationship with the consumer.

Regular analysis of the data will identify trends within the supply chain and potential areas for improvement in product quality, safety and vendor/supplier performance. The data can also pinpoint problems with internal processes that ultimately cause customer dissatisfaction as well as helping you adhere to sector specific regulations.

UsefulFeedback’s complaints software has been adopted for B2B interactions due to the configurable nature of the packaged solution. It will streamline your complaints management process and provide the information and reporting needed to drive business change. The flexible nature of the software means it can also be easily expanded to manage other key B2B processes such as returns or quality assurance.

Industry features

Streamline and automate your complaints handling process

• Empower your distributors to capture and resolve complaints, issues and concerns
• Gain vital customer insight into the quality of products, processes and service delivery
• Utilise comprehensive management reporting to monitor the performance of the distribution network and the supply chain

Core functionality

• Enterprise-wide – rich tools delivered to those staff regularly handling customer feedback but simple email and web form based interface for all other staff less frequently involved in feedback processes – dramatically reducing training needs
• Online contact forms – allowing customers to quickly and simply report issues from your website
• Social media interaction – assess, analyse and respond where necessary to customer comments found across a variety of social media sites
• Easy to use contact management interface – giving staff the tools to quickly and efficiently capture feedback and track progress on behalf of a customer
• Automated case assignment – customer cases are automatically routed to relevant team for prompt handling and resolution
• Intelligent workflow – prompting case handlers to carry out the right action at the right time
• Multi-lingual correspondence templates – giving case handlers the ability to correspond by email or by letter in the customer’s own language
• Root cause analysis – comprehensive and industry-specific root cause classifications supported by threshold alerts are included, allowing you to quickly understand and address underlying causes
• Geodata options – cases can be linked, using a map interface, to a specific location – providing a wealth of opportunities for improved management of area-based caseloads and better understanding of customer issues

Click here to book a demo of UsefulFeedback’s complaint management software for B2B