Know About Complaint Management System Software

Every business faces some problem or the other at some point in time. Be it hospitality industry or a telecom business, the customers may come across certain issues that may need the attention of the management or higher authority. The loopholes in the system can be addressed with complaint management system software.

Complaint management in the hospitality industry

The hospitality industry is vast. The hotels carry out every task at a magnanimous scale and hence, sometimes errors become inevitable. The hotels always try to serve only the best on the platter of the guests staying with them but in a few instances, problems arise. Also, within the management system, there often arises a need to bring certain issues into the notice of higher authorities. Lower authorities or staff members often complain to higher authorities about omissions occurring in their work system.

Earlier, the complaint management system of hotels was manual. Help desk would listen to the complaint, jot it down and then send it to the higher authorities. But, now as technology has crept into our lives, this age system has got a makeover. Today, the hotels use special complaint management system software to take care of issues cropping up within the parameters of their property.

Hotel software system for registering complaints

There are certainly many mediums of submitting a complaint like phone calls, emails, website pages, and even social media. But, no one gets to know if their words have reached the right place. Whether or not, the concerned department has resolved the issue?

With dedicated software for complaint management, a complaint always reaches the right table and without taking much time. And once the complaint reaches the right authority, it takes no time in settling issue whatsoever it may be.

The sure shot way to send the message to the concerned authority is via complaint management software. The software defines the process in real sense. It makes complaint registration an easy task and makes resolving the problems even easier.

It benefits both the ends of the spectrum. Where the guests get the right place to speak up about their problems, it gets easier for the hotels to solve the issues quickly. Furthermore, a proper complaint management system allows the guests to have a great time at the hotel while also allowing the hotels to maintain their reputation and status.

Benefits of using complaint management system software

There are innumerable benefits of using complaint management system software and the best thing is that the software benefits both, the hotel, as well as the guests.

Here, we have highlighted some of the major benefits of using this coming-of-age complaint management system. Take a look:

• Acknowledgement and communication
  
  

Acknowledgement and communication gap are the biggest ambiguity in a traditional complaint management system. Guests often complain at the help desk and wait for their issues to get addressed.

Complaint management software is the best solution for this issue. Good software comes with automatic acknowledgement setting and so, if you turn this setting on, the complaint will get automatically acknowledged and the guest will receive an email specifying that you have received the complaint and you will work on it shortly.

When the guests know that they are being heard, this boosts the trust factor and brand name.

• Answerability
  
  

Many times, the complaints are heard and not resolved. This could tarnish the image of any hotel.

Using a complaint management system helps the hotels to deal with this rather common issue. The software allows the higher authorities at the hotel to assign the issues to a staff member or a team. All the developments are tracked. If the issue is not resolved in time, the software automatically sends the complaint to the manager.

This enhances the answerability of the staff members and leaves no space for laidback behaviour regarding the complaint registered by the guest.

• Record maintenance
  
  

Maintaining a record of all complaints helps the hotels to evaluate themselves. If the hotel keeps receiving comparable complaints, it would hint towards a fault in the management system. With this substantial hint, the staff can take the needed action and prevent the hotel from the brunt of their guests. Plus, the identification of trends always helps the hotels to plan preventive measures.

• Security
  
  

One of the major benefits of complaint management software system is that security is always unbesmirched. The software allows the hotels to keep certain information confidential. And so, if the hotel wants the information to reach only a set of staff members, they can restrict access. There are two ways to do so- one, where the hotel can restrict certain members from logging into the complaint management software or the hotel can hide incidents.

Complaint management system software helps the hotels in running smoothly. So, if you haven’t yet invested in any such software, you must get one for your hotel.

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Created on Jul 11th 2019 01:53. Viewed 377 times.

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