Soluta optimizes complaint management with Salesforce CRM

Soluta recently completed a Salesforce customization project to manage complaints. An optimization of business processes that required in-depth analysis and advanced integration with existing systems.

• Food packaging sector

• A medium-large company, international presence, with production plants in several countries and a workforce of several hundred employees.

A particularly relevant aspect of this project was the ability to unify and centralize complaint handling for companies that recently joined following a merger.

With Soluta's customized solution, teams can now access a unified view of complaints, collaborate efficiently, and ensure consistent and timely management of customer issues.
This integration has not only improved operational efficiency, but has also helped consolidate corporate identity and improve the overall customer experience.

The stages of complaint handling (how we implemented them):

Here's how we structured complaint management at Salesforce, step by step:

1. Acquisition:

   • Creating your complaint directly from your Account page in Salesforce.

   • Compiling key fields:

     • Complaint Type: Product (if damaged or defective) or Service (for example due to a billing error).

     • Subject: Brief summary of the complaint.

     • Description: Details of the problem.

     • Product Involved: Link to the specific product.

     • Important: import of the data of the selected lots and subject of the complaint and the information relating to the invoice with all the economic information.

2. Assessment and allocation:

   • The complaint is automatically assigned to the person responsible based on predefined rules (e.g. type of complaint and origin).

   • The manager evaluates the priority and impact of the complaint.

3. Survey:

   • Gathering additional information from the customer, sales team, or other departments.

   • Analysis of order, invoice and product data.

   • Use of the "Cause of Complaint" and "Proposed Solution" fields to document the problem and possible solutions.

4. Approvazioni:

   1. Management of the approval flow for the return request and the credit note.

5. Resolution:

   • Solution implementation (e.g. product replacement, refund, repair).

   • Communication of the solution to the customer.

6. Closure:

   • Verification of customer satisfaction.

   • Updating the status of the complaint to "Solved" or "Closed".

   • Documentation of the resolution and the actions taken.

7. Analysis and Improvement:

   • Generation of complaints reports to identify trends and areas for improvement.

   • Using complaint data to improve products, processes and customer service.

Less stress, more results

Thanks to our help, the company has seen a noticeable improvement:

• Monitoring complaints

• More efficiency in everyday work.

Conclusion

Thanks to this implementation, for our customer Salesforce is now an even more effective tool for managing complaints, reducing response times and increasing the transparency of the process. Integration with shipment search and automated data management allows for more accurate control and smoother handling of complaints. This project represents a concrete example of how customizing a CRM can significantly improve business efficiency.

If you want to simplify complaint management, Soluta can help you.
Contact us to understand how we can customize Salesforce for your business.