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Complaint Management Software


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Salesforce.com logo
 
Salesforce is a popular CRM solution and one of the biggest names in the SaaS industry. Its complaint management features are fully integrated with all other CRM activities and are web-based and cross-platform compatible.
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Salesforce is a popular CRM solution and one of the biggest names in the SaaS industry. Its complaint management features are fully integrated with all other CRM activities and are web-based and cross-platform compatible.
 
Base logo
 
Base CRM is a full-featured web-based solution that allows B2B and B2C sales professionals in many industries to work on the go. It features native apps for most mobile devices and a straightforward price structure.
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Base CRM is a full-featured web-based solution that allows B2B and B2C sales professionals in many industries to work on the go. It features native apps for most mobile devices and a straightforward price structure.
 
Claritysoft logo
 
Claritysoft is a customer relationship management (CRM) solution designed for midsize and large enterprise businesses. It offers sales automation, customer service and support, marketing automation and social CRM within a single solution. Claritysoft... Read More
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Claritysoft is a customer relationship management (CRM) solution designed for midsize and large enterprise businesses. It offers sales automation, customer service and support, marketing automation and social CRM within a single solution. Claritysoft... Read More
 
NetSuite logo
 
NetSuite CRM+ provides a breadth of features for increasing sales, marketing and support efficiency. Managers can closely monitor performance and forecast future sales, while fine-tuning processes for maximum efficiency.
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NetSuite CRM+ provides a breadth of features for increasing sales, marketing and support efficiency. Managers can closely monitor performance and forecast future sales, while fine-tuning processes for maximum efficiency.
 
LeadMaster logo
 
LeadMaster is a SaaS-based all-in-one lead management solution that offers capabilities to capture, track and follow up with leads. The solution comprises of integrated modules for sales force automation, customer relationship management,... Read More
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LeadMaster is a SaaS-based all-in-one lead management solution that offers capabilities to capture, track and follow up with leads. The solution comprises of integrated modules for sales force automation, customer relationship management,... Read More

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Chime logo
 
Chime is a marketing and customer relationship management (CRM) suite designed for small and midsize real estate businesses. Chime provides team management features, lead and customer management and content management. Chime sends... Read More
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Chime is a marketing and customer relationship management (CRM) suite designed for small and midsize real estate businesses. Chime provides team management features, lead and customer management and content management. Chime sends... Read More
 
SalesNOW logo
 
SalesNOW by Interchange Solutions Inc. is a cloud-based CRM platform that can be used on laptops and desktops via web browser or any connected mobile device. The system offers applications designed specifically for Android, iPhone,... Read More
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SalesNOW by Interchange Solutions Inc. is a cloud-based CRM platform that can be used on laptops and desktops via web browser or any connected mobile device. The system offers applications designed specifically for Android, iPhone,... Read More
 
SalesOutlook CRM logo
 
SalesOutlook CRM is a unique and comprehensive Customer Relationship Management and email marketing system that was developed from the ground up to be fully embedded into Microsoft Outlook. This system is the first of its kind, and... Read More
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SalesOutlook CRM is a unique and comprehensive Customer Relationship Management and email marketing system that was developed from the ground up to be fully embedded into Microsoft Outlook. This system is the first of its kind, and... Read More
 
BNTouch Mortgage CRM logo
 
BNTouch Mortgage CRM is a mortgage-specific CRM system that offers mortgage brokers and bankers alike a dependable and robust solution featuring advanced marketing automation capabilities. The software offers features for each step... Read More
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BNTouch Mortgage CRM is a mortgage-specific CRM system that offers mortgage brokers and bankers alike a dependable and robust solution featuring advanced marketing automation capabilities. The software offers features for each step... Read More
 
Maximizer CRM logo
 
On the market for over 20 years Maximizer CRM is designed for SMBs looking to automate their sales, marketing and service processes. It can be deployed both on-premise and in the cloud.
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On the market for over 20 years Maximizer CRM is designed for SMBs looking to automate their sales, marketing and service processes. It can be deployed both on-premise and in the cloud.

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1CRM logo
 
1CRM by CRMonCall offers businesses a solution for managing their sales, customer service and business operations. 1CRM combines a CRM system with full order management functionality to develop quotes, track orders, generate invoices,... Read More
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1CRM by CRMonCall offers businesses a solution for managing their sales, customer service and business operations. 1CRM combines a CRM system with full order management functionality to develop quotes, track orders, generate invoices,... Read More
 
PlanPlus Online logo
 
PlanPlus Online is a powerful CRM tool that helps Real Estate, Insurance and Finance organizations manage customer complaints and feedback. It is web-based and cross-platform and smartphone compatible.
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PlanPlus Online is a powerful CRM tool that helps Real Estate, Insurance and Finance organizations manage customer complaints and feedback. It is web-based and cross-platform and smartphone compatible.
 
SAP Digital CRM logo
 
SAP Digital CRM is a cloud-based customer relationship management (CRM) solution suitable for small to medium-sized businesses across a variety of industries. Key features include contact, lead and opportunity management, a customer... Read More
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SAP Digital CRM is a cloud-based customer relationship management (CRM) solution suitable for small to medium-sized businesses across a variety of industries. Key features include contact, lead and opportunity management, a customer... Read More
 
OnContact CRM logo
 
Offering a choice web-based or on-premise deployment, OnContact CRM 7 is a great fit for price-conscious companies in several industries, including Banking, Software, Healthcare, Insurance, and Field Service. It is Mac compatible.
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Offering a choice web-based or on-premise deployment, OnContact CRM 7 is a great fit for price-conscious companies in several industries, including Banking, Software, Healthcare, Insurance, and Field Service. It is Mac compatible.
 
Really Simple Systems logo
 
Really Simple Systems CRM is a cloud-based customer relationship management (CRM) system designed for small and midsize organizations. The solution comes in both free and paid editions. The free edition offers only sales force automation... Read More
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Really Simple Systems CRM is a cloud-based customer relationship management (CRM) system designed for small and midsize organizations. The solution comes in both free and paid editions. The free edition offers only sales force automation... Read More

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inContact Hosted Call Center logo
 
Used by contact centers around the world, inContact’s Software as a Service (SaaS)-based call center software maximizes the quality and minimizes the cost of each and every client interaction. This call center solution has all of... Read More
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Used by contact centers around the world, inContact’s Software as a Service (SaaS)-based call center software maximizes the quality and minimizes the cost of each and every client interaction. This call center solution has all of... Read More
 
Cosential logo
 
Cosential is a cloud-based CRM and proposal automation tool created by AEC experts (architecture, engineering and construction). It allows business developers, marketers and principles to access and act upon the information specific... Read More
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Cosential is a cloud-based CRM and proposal automation tool created by AEC experts (architecture, engineering and construction). It allows business developers, marketers and principles to access and act upon the information specific... Read More
 
Freshdesk logo
 
Freshdesk offers user-friendly complaint management features such as self-service channels, knowledge base portals and community driven forums, so users can get resolutions and see updates associated with their issues.
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Freshdesk offers user-friendly complaint management features such as self-service channels, knowledge base portals and community driven forums, so users can get resolutions and see updates associated with their issues.
 
Mothernode CRM logo
 
Mothernode CRM is a SaaS-based CRM solution designed to help small and midsized businesses manage customer relationships and create effective sales process. With Mothernode CRM, individuals and sales teams alike have a system that... Read More
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Mothernode CRM is a SaaS-based CRM solution designed to help small and midsized businesses manage customer relationships and create effective sales process. With Mothernode CRM, individuals and sales teams alike have a system that... Read More
 
TeamSupport logo
 
TeamSupport provides advanced complaint management functions in a web-based platform with an intuitive user interface. It includes automated ticketing, collaboration functions and a host of reporting analytics.
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TeamSupport provides advanced complaint management functions in a web-based platform with an intuitive user interface. It includes automated ticketing, collaboration functions and a host of reporting analytics.
 

Buyer's Guide

by Craig Borowski,
Market Research Associate
Last Updated: April 25, 2017


Whether from customers or employees, all companies get complaints. Often, it’s how the company chooses to deal with them that sets it apart from its peers. Complaint management software can provide a competitive advantage, turning the inevitable complaints from a potential PR problem into actionable advice. In this guide, we’ll answer the following questions:

What Is Complaint Management Software?
What Are the Benefits of Complaint Management Software?
What Are the Common Features of Complaint Management Software?
What Type of Buyer Are You?
Market Trends to Understand

What Is Complaint Management Software?

Complaint management (CM) software helps record and collate complaints as customers and employees report them. CM software can be purchased as a standalone product, as a component module for existing software or as one of several applications in an integrated software suite. It is used by businesses in two general contexts:

  1. Outward-facing. In call center scenarios, to record complaints and problems as reported by customers.
  2. Inward-facing. In internal help desk scenarios, to record issues as reported by the company’s own employees.

What Are the Benefits of Complaint Management Software?

Complaint management software is used to collect and organize reports of issues, complaints and feedback—which can serve many purposes, depending on the context. Here are a few example scenarios that illustrate the benefits of this software for different types of businesses. CM software can be used to:

Improve customer service. In this scenario, a customer is having a problem with his laptop, but it surfaces only rarely and in a very particular set of circumstances. The first time it occurs, he calls the company and speaks with a tech support agent—who offers no solution. The second time the problem occurs, the customer calls and explains the problem again. The first support agent he speaks with can’t help, and escalates the call. When connected with the third support agent, the customer needs to explain the problem again, as well as describe its previous occurrences.

Here, CM software could have collected and organized the caller’s explanations, so he wouldn’t have had to continually repeat himself. Further, it’s likely that other customers were having the same problem. CM software might have been able to help support agents identify the pattern and, potentially, offer a solution sooner.

Improve quality control. In a manufacturing company, there’s a problem with a new product: Quality control misses it, and the product goes to market. Slowly, reports of the problem start trickling in from end users. But because of the technical nature of the problem, it manifests in different ways and the reports aren’t always the same. CM software could help identify the source of the problem by presenting a collated view of the reports, perhaps isolating them to one particular factory or product revision. The company would then be able to address the issue faster.

Improve IT support. In this example, a multinational company has a problem with internal conference calls getting disconnected. Employees in different global offices report issues to their local IT staff. Without CM software, the IT staff in each office might troubleshoot the problem locally, starting with the hardware and local networks. But with CM software, the IT staff would see that the same problem is being reported in many different branch offices. They could then eliminate the local hardware and networks as possible causes. They’d be able to isolate and resolve the problem more quickly.

Assurx’s complaint management software, showing metrics by which complaints are analyzed and tracked

Track feedback in real-time. An online shopping site is trying to make its site more user-friendly. No matter how they rearrange and redesign elements of their website, there are always people emailing, online-chatting and calling in with questions about such things as return policies and shipping rates. By collecting all these communications together, categorizing them and presenting them as they arrive, CM software would show the company how its site’s small redesign changes were affecting the customer experience.

Maintain compliance and prevent lawsuits. If a company produces a flawed product and receives many complaints about the flaw, but does not address them, it can be held liable for negligence. This scenario occurs most often in industries such as automobile or medical device manufacturing, where product safety is particularly important. CM software can be used to closely monitor customer complaints for regulatory or other legal issues in industries where compliance is vital.

What Are the Common Features of Complaint Management Software?

Complaint management software can include a small variety of features and applications, including but not limited to:

Automated complaint processing Automatically turns newly arrived complaints into trouble tickets that will go through the company’s standard ticket resolution procedures.
Workflow guidance Ensure that all employees handle complaints according to company policy, by guiding them through each necessary workflow process.
Compliance monitoring Ensure that complaints are managed in compliance with any applicable governmental regulations or industry standards.
Alerts and reporting Quickly summarize complaints received during a specific time period or for a specific issue, or automatically alert staff when predetermined metrics are met or exceeded

What Type of Buyer Are You?

Understanding what type of complaint management software you need begins with understanding what types of complaints your company receives. There are industry-specific needs and governmental regulations that can help focus the CM software selection process. Examples include:

Finance. Banks, mortgage lenders and student loan programs are subject to oversight by the Consumer Financial Protection Bureau. The CFPB has requirements for how complaints are handled and even publicized.

Healthcare. Medical device manufacturers need to manage complaints to maintain compliance with the Food and Drug Administration. They're required to “establish and maintain procedures for receiving, reviewing and evaluating complaints.”

HappyFox screenshot Screenshot of Happyfox Hospital help desk software. Help desk and complaint management software are often integrated together

Additionally, buyers need to be aware of which channels customers use to register complaints. Complaints can come via phone, email, fax, registered mail even text message. Identifying which channels are to be managed can further focus the CM software selection process. Most buyers, however, will be looking for multi-channel support.

Market Trends to Understand

When searching for and reviewing CM software, there are a few market trends you should be aware of. Here are two that stand out:

Shift towards integrated suites. Broadly speaking, business software falls into one of the following two categories:

  1. Best-of-breed. This is a standalone application.
  2. Integrated suite. This is multiple software applications bundled within the same package.

Complaint management software is increasingly sold as a component of a larger integrated suite. This trend is a logical direction, given that CM software works closely with other company software applications and suites, such as those used for customer relationship management, help desk and call center management.

Shift towards Software-as-a-Service (SaaS) model. Traditionally, software was purchased as physical copies and installed on-site on a company’s own computers (what is known as “on-premise” deployment). The SaaS deployment model does not require any on-site installation, as the software is delivered as a service over an Internet connection and paid for on a subscription basis.

The broad category of Customer Relationship Management software, under which CM software is categorized, has been moving successfully to the SaaS model for several years.

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