Complaint Management

Complaint Management

Solutions

Complaint Management

Incidents (i.e. fraud, accidents, harassment, unmet customer experience, etc.) can happen at any time. This means that your customers, partners, or employees should be able to reach out for support in many ways, at any time of the day. This is why your organization needs an advanced, multi-faceted Complaint Management System that helps you provide the support that they expect.

At the same time, the frequency of turnover in Customer Service support demands that your Complaint Management System be user friendly and collaborative. You need a system that has an easy-to-use interface with visual tools and reporting capabilities to increase productivity and customer satisfaction.

Challenges Agencies Face

  • Slow or obsolete complaint management tools
  • Inability to track and collaborate on complaints
  • Lack of visibility into workloads and priorities
  • Lack of reporting and auditing functions
  • Ineffective search tools
  • Difficulty accessing via mobile devices
  • Inability to integrate with other systems.

The Armedia Solution

The right complaint management system provides an easy-to-use, visual interface that works with your existing systems and resources. The solution:

  • Allows you to easily access and update complaint files
  • Supports collaboration by authorized user
  • Allows users to access using the device of their choice
  • Full featured document and records management capabilities
  • Lets you customize templates for quick responses to all types of complaints.

In a well-designed complaint management system, users and supervisors can access or control access to content based on user roles, and collaborate as needed to expedite complaint resolution. It will provide personalized dashboards and reports to give stakeholders much needed insight to make decisions.

Armedia can help! We have designed and delivered proven complaint management systems and would welcome an opportunity to provide you a demo.

Benefits

  • Improve effectiveness with collaboration and intuitive reporting
  • Open structure that integrates with other software
  • Flexible workflows and response templates
  • Quick and simple Reports and Audits
  • Workload and Priorities overview
  • Work-Anywhere, from any device

Why Work With Armedia For Your Complaint Management Needs?

Each organization has a unique set of complaint management challenges:

  • undocumented requirements,
  • limited budgets,
  • compliance with security and records management,
  • data migration,
  • integration with 3rd party systems, etc.

Armedia will work with you to understand your requirements and constraints to propose a complaint management solution that works for your organization.

Armedia has over 19 years experience helping businesses and government agencies with scalable, reliable, cost-effective Complaint Management Solutions.

Leveraging the Armedia Way, a CMMI Level 3 appraised process, we will work with you to understand your requirements and develop a project road map. Then, incrementally and collaboratively we build an intuitive and secure complaint management solution that is a perfect-fit for your need. And lastly, we provide in-house training and support for your team, once the solution is deployed.

Correspondence

Correspondence

Solutions

Correspondence

Consider how your employees spend their time. How much of their day is spent creating, sending, and receiving correspondence? According to a report conducted by the Delphi Group, 60% of an employee’s day is spent working, in one form or another, with records and documents.

Correspondence management tools can save precious time and resources through customizable document templates, forms, HTML templates, and more. A correspondence management tool can ingest email, organize your documents, manage retention, and provide quick and easy searching.

Problems Agencies Face

Correspondence management problems can include:

  • Lost correspondence
  • Inability to search correspondence or attachments
  • Lack of organization
  • Hard to use tools
  • Inefficiency

The Armedia Solution

The answer to your correspondence management problems can help you create forms and templates easily, using drag and drop tools. The right solution will help you organize your correspondence, and help you manage the creation, revision, approval, and consumption of documents.

It provides key features such as searching, version control, revision history, and document security. A correspondence management tool can reduce risk by enabling effective governance of corporate information.

Armedia can support your correspondence management requirements, from needs assessment and solution implementation, to migration from legacy systems. With extensive knowledge in multiple correspondence management technologies, Armedia’s staff of professionals help organizations ensure that the solution they implement is the best fit for them.

Challenges

Each organization has a unique set of correspondence management challenges. Old correspondence may be stored on paper or in obsolete repositories, requiring a data migration plan. Your current system may be out of date, or incompatible with other systems in your business solution, requiring custom tools to integrate them and connect them to new components.

Armedia Correspondence Management Services

Armedia can help you design a new solution or improve your existing correspondence management system. Armedia has over 15 years’ experience supporting industry and government solutions. We can help you analyze your needs and design a correspondence management solution that will save you time and money. Armedia can provide support through:

  • Template design
  • Tools analysis
  • Business analysis
  • System architecture
  • Custom user interface design
  • File plan and metadata design
  • Search design and implementation
  • Project management

Technologies

Leveraging ArkCase and Alfresco, Armedia has implemented a Correspondence Management accelerator that provides the following capabilities:

  • Personalized Dashboard
  • Correspondence Templates
  • Document Management
  • Queue Management
  • Search and Reporting
  • Workflow
  • Document Annotation and Redaction
  • Records Management integration

BPM/Workflow

BPM/Workflow

Solutions

BPM/Workflow

Business Process Management is the practice of aligning business procedures and processes with the goals of the company. Implementing a BPM system benefits a company in numerous ways, from ensuring business rules are applied consistently across departments, to allowing an organization to track where items are in-process at any given time.

This improved business process will allow employees to work smarter by letting the BPM system handle logistics and rudimentary processing, freeing users to focus their time on more high-value tasks. The BPM system ensures that work is handled consistently, and that content is made available to the right person at the right time.

Problems Agencies Face

  • Inconsistent application of business rules
  • Lack of visibility into processes
  • Lower productivity
  • Difficulty collaborating
  • Inability to integrate with other systems.

The Armedia Solution

The successful implementation of a BPM system leverages common principles for Enterprise Content Management across business lines and establishes a scalable architecture that increases the intelligence and the value of information assets for your business.

Armedia’s unique combination of skills, approaches, assets and tools help develop and operate scalable, efficient and agile business processes to deliver immediate and long-lasting value. By leveraging our insights into the business process and analytics of our client’s content and applying our proven delivery methodologies, we deliver systems that add intelligence and context to business content and will drive business success.

Challenges

The right BPM solution takes your unique challenges into consideration. They can include your incumbent systems and processes, diverse locations, multiple user roles and security requirements.

Armedia BPM Services

Armedia can help you design a new solution or improve your existing BPM system. Armedia has over 15 years’ experience supporting industry and government solutions. Working with Armedia you can achieve your optimal BPM solution through:

  • Business analysis
  • System architecture
  • Agile development
  • User interface design
  • Alfresco architecture
  • Java development
  • File plan and metadata design
  • Search design and implementation
  • Project management

Technologies

Armedia has experience with a number of technologies including:

  • Alfresco Activiti
  • Metastorm business process suite
  • Adobe LiveCycle
  • IBM Process Server
  • Alfresco Share
  • SQL server