Information Management Group (IMGROUP)

Information Management Group (IMGROUP)

5 stars (Rated by 28 customers)

London, London, GBR | View Map & Address

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Phone: +44 (020) 7842 7800
Fax: +44 (020) 7842 7801

Information Management Group (IMGROUP)

Complaints Management Solution

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  • Service Type:

    Consulting, Professional Service
  • Business Need:

    Customer Service, CRM
  • Works With:

    Microsoft Dynamics CRM 2011, Microsoft Dynamics CRM 4.0, Microsoft Dynamics CRM Online
  • Industry Focus:

    General - Applicable to All

IMGROUP has taken the Microsoft Dynamics CRM platform and customised it to provide all of the functionality required by service management teams handling complaints, feedback and disputes. We recognise that as well as providing a strong capability to log and track a case through its lifecycle, it is critical to provide robust audit and record-management features to aid your staff and powerful self-service tools to empower your customers. Managers and team leaders are alerted when service levels are about to be exceeded and a comprehensive reporting suite provides key information on aged complaints, case handler performance and complaint patterns.

Our solution includes:

- Customer case tracking, self-service and feedback facilities
- Accessible via the web, Microsoft Outlook and mobile
- Fast, accurate logging and classification of complaints
- Stores all communication sent and received
- Integrates with existing back-office and telephony systems
- Automation of common processes
- Provides secure customer compensation administration
- Drives complaints through to completion
- Tailored compliance with regulatory frameworks, such as FSA & Public Sector Ombudsman and the latest NHS guidelines.

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