Customer and supplier complaint management system

The goal of the project was to design and implement a modern solution for centralized electronic complaint handling available to all WRI stores. Integrating the new functionalities with the workflow system implemented in one of the projects for WRI was a key part of the project. The project was based on the transfer of the newly developed product complaint process by extending the Certusoft ERP system with the Certusoft Complaints module in addition to modules such as PIM, MWM (warehouse management mobile app), DMS and Connector (integrations with other software and external devices). The experience of the entire team and the use of Certusoft's proprietary platform contributed to the speed and efficiency of the implementation.

Handling of complaints received from customers

The Complaint Management System is a solution developed by the Certusoft team that provides a centralized application for receiving and handling the entire complaint process. Users of the application have a unified work environment accessible through a web browser.

The documentation needed to file a claim is in the system, generated and stored digitally. Submitted claims are automatically linked to relevant documents, customers and goods.

The system operator completes all stages of the claim process from any workstation equipped with a computer and signature tablet. The whole process starts when the customer visits one of the shops belonging to the HIPPER.pl network and informs the employee about the problems with the product. The employee starts accepting the complaint by logging into the Certusoft system. Then he selects the appropriate type of complaint dedicated to the consumer based on two types of responsibility available in Polish law.

Claim form available in a single application window

• Complaint types according to current regulations.
• Linking the claimant to a specific claim position.
• Ability to select the source document on which the claimed goods appear.
• Systematic control of the legitimacy of the claim based on the date of purchase.
• Automatic assignment of the supplier of the product based on the document for further processing of the claim.
• Possibility to specify the data of the claimant (name, surname, phone number, email) independently from the data of the contractor specified in the sales document.
• The drop-down menu for selecting the circumstances of the complaint, the reasons for complaining and the customer's expectations for resolving the claim.

Automatic document generation from the claims system

Claim document templates are prepared according to WRI requirements. After filling in the data in the claim preparation window, the Certusoft system generates the required documents in PDF format. A Wacom STU430 signature pad was selected for customer signatures. Once the document is approved, the customer's signature is applied to the document. Another version of the same, but signed, PDF document is then generated. The documents can be sent to the customer's email address or printed on paper.

The system securely stores all versions of generated files and submitted signatures for each claim item. The new versions depend on the status of the document (document prepared, document signed by the customer, product received after claim approved).

Definition of reasons for a complaint

The system allows you to define the reasons for a complaint. Clear descriptions help employees quickly determine the correct basis for a customer's claim. The reasons for complaints reflect the accepted service process depending on the type of complaint - those related to customer requests, as well as those submitted by the WRI team to suppliers of products

The Certusoft system makes it possible to create groups of reasons for complaints, to link them to the necessary documentation, or to determine their availability according to the authority of the company employee who is responsible for processing them.

All complaints are in one place in the application

• One application window handles both customer complaints and store complaints.
• Each type of complaint defined in the system has its own complaint template for sending confirmation emails.
• Emails are generated at the system level, according to the appropriate form and attached selected document types.

System for the processing of complaints to suppliers

In addition to the process of claiming goods after customers report a defect, the Certusoft system provides support for the claim path used between stores and suppliers. An additional type of claim is the store claim, which is used to claim goods delivered to the store. The most common case where store associates use this type of claim is when goods are damaged during delivery or are missing despite being ordered. By linking purchase records, warehouse information, and deliveries, this process minimizes the need for manual data entry.

The claim is prepared and approved by an employee. It is then sent to the supplier with one click from the Certusoft application. The complete list of documents required for the claim is included in the email.

Using a mobile warehouse management app to support the claims process

To handle the claims in the stores, the Certusoft claims software uses our Certusoft MWM (mobile warehouse management app) store terminal software which is integrated with the handling of the warehouse documents. Store support is directed to verify delivery tasks based on warehouse documents. Using a Zebra TC25BJ mobile terminal and the Certusoft MWM mobile application, they verify deliveries. The claims program generates a shortage document that includes the number of goods reported as damaged by the employee if a shortage is detected in a delivery.

Based on the shortage document, the claims software automatically generates a claim item to the supplier. The claim is reviewed by an employee, then approved and sent by the claims software to the supplier along with all required documentation.