Complaint Management

Managing and resolving a customer complaint can be a time consuming process, particularly when a complaint involves many people within several organisations, departments or areas. Information is stored in different forms including Excel spread sheets and paper records. It is increasingly difficult to access and collate all of the information to form a coherent picture.

  • Opus allows multiple users, departments and organisations to handle complaints from initial receipt, assigning ownership, management of the complaint, investigation and ultimately resolution and closure.

  • You can customise Opus to suit the way you work and it can be configured to match your organisational structure.

  • With complete electronic filing you can upload photographs, emails, scans of letters, audio recordings and create auto-populated documents and letter templates.

  • Create statistical reports to identify trends and root causes.

  • Create case workloads and set alerts and reminders of impending tasks and deadlines.