Complaint Management System (CMS)
A Complete Suite of Automated Cheque Clearing and Support Systems
Overview
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- The Complaint Management System (CMS) by Advanced Software Development (ASD) streamlines and automates the entire customer complaint lifecycle, from logging to resolution.
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- The system standardizes complaint handling across departments, ensuring consistency, transparency, and accountability in service delivery.
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- With dynamic workflows, categorization, and escalation mechanisms, CMS improves customer satisfaction and strengthens organizational reputation.
Key Features
- Dynamic Process FlowParameterized workflows configurable by administrators.
- Custom FieldsDynamic fields for flexible complaint data management.
- Complaint CategorizationProduct, Pricing, Staff Service, Reliability, Communication, Channels, Sales, and External Complaints.
- Escalation & PrioritizationAutomated alerts, escalation rules, and resolution timelines.
- Document ArchivalAttach and store related documents for future reference.
- Survey ManagementCapture customer survey & mystery shopping data.
- MIS & AnalyticsGenerate customizable MIS reports in CSV, PDF, DOC, XLS formats.
- Audit & SecurityFull audit log, role-based access, and group security matrix.
Benefits
Improved Service Quality
Faster resolution and accountability.
Customer Satisfaction
Transparent status tracking and timely updates.
Regulatory Compliance
Maintain audit trails and complaint records.
Operational Efficiency
Reduced manual processes and standardized workflows.
Insightful Reporting
MIS dashboards for management and regulatory use.
Highlights
- Complaint tracking with categorization & escalation.
- Role-based task assignment and group security.
- Integrated survey and mystery shopping data.
- Document archival and full audit logs.
- MIS reporting with export flexibility.
- Outward Clearing
- Inward Clearing
- Positive Pay Automation
- OCR and Dynamic Report Engine
- House Transfer Cheque Processing
Technology Stack
Client Success Story
Standard Chartered Bank
“ASD’s Complaint Management System has allowed us to handle customer complaints more efficiently and transparently. The categorization, escalation, and MIS reporting features have greatly improved our service quality and customer satisfaction. ASD’s support team has been professional and responsive throughout implementation.”
Eastern Bank Limited (EBL)
“By deploying ASD’s Complaint Management System, Eastern Bank Limited has been able to centralize customer complaints across branches and service channels. The system’s escalation and audit trail features ensure accountability, while its MIS reporting has provided management with valuable insights to further enhance customer experience. We are highly satisfied with the solution’s performance and ASD’s continued support.”
Frequently asked Questions
Q1: Can complaint workflows be customized?
Yes, administrators can configure workflows, categories, and escalation rules.
Q2: Does it support multi-branch operations?
Yes, CMS can consolidate complaints across multiple branches in a single system.
Q3: What reporting options are available?
The system supports MIS reports exportable in CSV, PDF, DOC, and XLS formats.
Q4: How secure is the platform?
It provides role-based access, a group security matrix, and full audit logs.
Q5: Can it integrate with customer survey data?
Yes, CMS allows integration of survey and mystery shopping reports into the system.
