Member Request/Complaint Tracking

Member Request/Complaint Tracking Highlights

Initiate and send requests to the appropriate handling department
Access request taking, viewing and inquiry capabilities quickly and easily
Customer service representatives can enter call back complaints directly from Emergency Road Service
Process client and internal requests
User-definable Request Types help you control responses, ensuring appropriate actions for each request
Automated form letters streamline communication with clients, standardizing written responses
Automated tracking of costs, letters, actions, and problem sources lets you collect important data

AXIS Member Request/Complaint Tracking processes member requests and complaints, maintaining request records for each client and automatically generating reports on costs, causes, and request handling productivity.

By identifying members and pre-filling the request contents with known information, Member Request/Complaint Tracking simplifies the request-taking process.

For consistant handling, your club can define what customer service representatives must do before closing the request, such as record:

actions taken to resolve the request
letters sent to the client
the cause of the request (such as bad weather or engine trouble)
the client's level of satisfaction with the response to the request
a description of the resolution

To manage requests, you can configure Member Request/Complaint Tracking to use supervisors. Supervisors assign requests to handlers to ensure that the most appropriate department and individual handles each request, and that requests are not neglected or forgotten.

Member Request/Complaint Tracking reporting abilities enable you to monitor and analyze activities. You can run default reports or design and generate ad hoc reports using Make Your Own Report.