An effective and automated Integrated Inquiry and Complaints Management System (ICMS) is an essential part of customer service quality. Inquires and complaints are valuable sources of information that organizations can use to improve the delivery and service excellence.

Research shows that relatively few dissatisfied complainer bother to make a complain. As a result, every complaint received may provide into a much a larger pool of dissatisfaction. By dealing with the causes of complaints, the organisation can further reduce both the number of complaints and dissatisfaction with its delivery and service.

The ICMS, built on Façado technology, provides automated, is a web-based tools for registering, managing and reporting on inquiry and complaints, event details, investigational follow-ups and resolution. This is based on an automated web-based workflow and assignment system.

ICMS provides a simple process that is clear for customers and staff. It’s a way to resolve problems and avoid delays that may arise when matters pass through various levels within an agency. The process must be transparent, timely and user-friendly. An effective process ensures information is widely available on how to make a complaint.

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