CRM Elbuz is your reliable assistant in managing customer complaints

Effective claims management using the Elbuz CRM system

Imagine that your business is growing, the number of clients is increasing, but at the same time the number of claims is growing. How to cope with this flow and not lose customer loyalty? The Elbuz CRM system will help automate the claims management process and make working with them fast and efficient. 🚀

Main problems in handling complaints

Without a specialized system, managing complaints can turn into a real nightmare for a company:

• 😵 It is difficult to track all customer requests, especially if they come through different channels
• 🕰️ There is no control over the timing of claims processing, which leads to customer dissatisfaction
• 🗄️ The lack of a unified database of complaints makes it difficult to analyze and search for patterns
• 🙅 There is no way to evaluate the quality of employees’ work with complaints
• 📉 The number of dissatisfied customers is growing, the company’s reputation is suffering

According to a Gartner study, 96% of unhappy customers do not complain directly, but 91% of them simply go to competitors. Therefore, it is so important to establish effective handling of complaints.

Elbuz capabilities for claims management

Elbuz CRM system provides all the necessary tools for high-quality claims processing:

• 📥 Unified database of claims received from different sources (phone, email, instant messengers, social networks)
• 🗓️ Control of processing time for each claim and reminders to those responsible
• 📊 Analytics on types of complaints, problematic products or services, quality of employee work
• ⚙️ Flexible customization of business processes for processing claims to the specifics of the company
• 💬 Quick response templates and personalized messages to clients
• 🤝 Client portal for convenient communication and tracking the status of resolution of claims

Elbuz company has extensive experience in automating business processes, having developed more than 300 projects since 2006. An individual approach and well-thought-out functionality of the system make it possible to close up to 90% of typical claims without human intervention.

"The implementation of Elbuz helped us reduce the response time to complaints by 40%. Many customer issues are now resolved fully automatically. I recommend it!" -- John Jenkins, Service Director, Hightly Electronics Ltd.

Elbuz use cases

Let's see how Elbuz helps companies from different fields improve customer service:

🛒 Large online store Shopscape

• Problem: a huge flow of complaints about goods, delivery, returns, difficulty of control
• Solution: implementation of Elbuz for claims management, integration with the accounting system, website, call center, mail
• Result: acceleration of claims processing by 30%, reduction of the load on operators by 20%, increase in customer satisfaction and repeat purchases

🏨 Luxotel Group hotel chain

• Problem: guests' dissatisfaction with the quality of rooms and service, negative reviews
• Solution: implementation of Elbuz to collect feedback from guests and promptly resolve problems
• Result : preventing more than 80% of claims through proactive work, increasing positive reviews, increasing the share of repeat stays in hotels of the chain

How to get started with Elbuz

To quickly and easily implement Elbuz into your company, just follow a simple process:

1. ✅ Define the goals and requirements for the claims management system
2. 📞 Contact the Elbuz manager for consultation and demonstration of capabilities
3. ⚙️ Draw up technical specifications and implementation plan taking into account the specifics of the business
4. 🔄 Integrate Elbuz with corporate systems and communication channels
5. 🎓 Train employees to use the system and test it on real claims
6. 📈 Monitor the claims processing process and carry out optimization

As a result, you will receive a powerful tool for automating work with complaints, which will help you quickly solve customer problems, identify weaknesses in products and services, and increase customer loyalty.

With Elbuz, you can confidently cope with the growing flow of claims without increasing staff, save time and money, and provide customers with a pleasant experience interacting with your company.

Ready to streamline your claims management process? Contact us and we will show you how Elbuz can help in your case!

CRM for an online store is the optimal solution for automating online trading business processes. Find out more on the website.