Complaints procedure - program for the complaints process
The Complaints module enables quick and clear management of customer complaints. The module allows you to create response templates and set up different groups of complaints as required.
Organize claims into separate projects with their own rules, statuses, priorities, and email templates. Each project can have a different team of resolvers, a different customer form, and a different claim numbering scheme.
Customers and your team are immediately notified by email of every status change or new note added to a claim. Prepare response templates with dynamic keywords such as claim number, customer name, or resolution method.
The system monitors statutory deadlines as well as your own SLA. As the deadline approaches, you receive an email alert. You always have a clear view of how many days remain to resolve each open claim.
Customers can submit a claim directly through your website without logging in. The form can be customized with custom fields, an introductory text, and your company logo. After submission, the customer automatically receives a confirmation email with the claim number.
What will your customer appreciate about the claims process?
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Custom claim statuses and priorities
Define your own workflow — from claim receipt to closure. Each status can have its own color and priority, so your team always knows what to focus on.
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Custom fields and configurable forms
Add any custom fields to claims — text, number, date, select list, or link to a CRM company. Tailor the form precisely to your own processes.
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Resolver assignment and team collaboration
Assign each claim to a specific resolver or group. Resolvers receive email notifications for new tickets and can add internal or customer-facing notes directly in the system.
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Resolution method and goods return options
Record the resolution method (repair, replacement, refund) and the delivery method for returning resolved goods — in-person pickup or shipment to an address.
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Data export and reports
Export a claims overview to XLSX filtered by status, priority, date, or product number. Print claim details directly from the system.
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Custom claim numbering
Set up your own numbering format with a prefix, year, and sequential number. The system automatically generates a unique number for each new claim according to your rules.
Integration with other modules
The Claims module works closely with other parts of eIntranet, enabling complete tracking from claim receipt through work billing and order linkage.
Help/Wiki for this module can be found at: https://wiki.eintranet.net/en/modul/57/claim
Keep your claims management always under control
Claims management software in eIntranet replaces Excel spreadsheets and email communication with customers. Your entire team works in one system, customers are kept informed throughout, and you have a full overview of every claim from submission to resolution.
Clear and Simple Management of Your Customer Complaints – a module that allows you to quickly and effectively manage the entire complaint process within a single cloud ERP platform, eIntranet.net. With a centralized system, you can keep all complaints under control, reduce resolution time, and minimize the risk of errors.
Key Features and Benefits:
- Create and edit response templates that shorten response time to complaints by up to 30 %.
- Set up complaint projects by department or product type – each project has its own workflow and status codes.
- Comprehensive definition of complaint statuses (received, in progress, resolved) with the option for automatic notifications.
- Option to enter requests automatically or manually directly from e‑mail or a web form – customers and internal teams do not need to log in.
- Integrated reports that give you an overview of trend areas and help optimize processes.
Try the complaints module in eIntranet.net and gain quick access to information, reduce complaint processing costs, and increase customer satisfaction. Register now and start managing complaints simply.