Submitting
Complaints
 Customers
may submit a complaint by using a Customer Feedback
Form that can be found on the telephone company’s
website. Note that the form has been designed similarly
to the company’s website.
(WCSS2001.com
in example shown)
After
filling in all of the required information, three actions
occur:
- The
details are emailed to the Complaint Manager administrator.
-
A record is added to the online database with the
same details.
-
The customer receives confirmation record of submitting
the complaint in one of two ways:
a. If an email address was provided,
the customer receives an email.
b. If no email was provided, a
printable web page with all of the details opens.
Managing
Complaints
 After
logging in the administrator can choose to view a list
of all complaints received or only the ones that have
not yet been resolved (“Open”).
 From
either list, the administrator can click on the name
of an entry to view all of the details originally submitted
plus some additional fields for further record keeping
(Resolution Yes/No and Notes, Comments).
Also, from either list summary page, administrators
can add new complaints received directly by phone, fax,
email, or letter.
Advanced
Data Management
IOS is presently working with the client to develop
enhancements that will allow more informative reporting,
searching, and sorting capabilities. The database will
be modified to add a complaint type field. This will
allow users to parse and group data by State and complaint
type.
 Criteria
selection is made through a user friendly screen. Then
the user clicks whether a listing or summary should
be displayed.
 This
list view page gives quick access to sorted/filtered
records that are specified on the criteria selection
form.
 The
summary page gives users a cross matrix report format
that groups and summarizes the data.
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