Actively listening and responding to the voice of your customers.

Today, the cost of gaining new customers greatly exceeds the cost of retaining existing ones. As you know, the most of your company revenue is being generated by current customers. Maintaining a good relationship with them is a critical for your company's success.

Research, done primarily in the United Kingdom, shows us that 26 out of 27 people who experienced poor service did not complain. Do you know how many you lost due to unhappy customers? Remember that unsatisfied customers don’t forget and don’t complain twice, they go to your competition. With proper attention to customer complaint you can help your business grow and prosper. Ignoring complaints or mishandling them can cause serious business issues or even threats of legal action.

Complaints can also supply important information for your marketing team, by telling you about real customer needs. Complaints are a chance to fix problems with your product and service before you begin to lose customers. Even worse, your ex-customers may provide negative feedback to prospective clients. It is often less costly to solve customer complaints then to lose these customers. “Research by Marriot Hotels has suggested that every lost dissatisfied customer will tell 20 other potential customers of her / his experience” To allow you effectively respond to customer complaints and resolve them in an optimum way, we developed our Ulysses Complaint Management System. It is based on a decade of experience in deploying a wide range of solutions and listening to our customer’s feedback. Ulysses Customer Feedback Management (CFM) is already in use by many well known organisations around the world. Ulysses CFM will bring a many additional benefits to your business, customers and employees.

Benefits for your Business

• Lower cost of compensation
• Identify persistent complainers
• Satisfying your customer, will ensure you get repeat business or referrals
• A complaint, well handled, creates a loyal customer
• Reduce time of complaint logging
• Reduce the risk of costly legal actions
• Good customer care turns your customers into your “sales staff”

Benefits for Customers

• Complaints are taken in a more professional manner
• The customer does not have to re-explain his problem to every contact.
• Reduces the time to record the complaint
• Reduces the time to resolve the complaint
• Complaints status is easier to determine.
• All information about a customer and their complaint is confidential.

Benefits for Ulysses CFM users

• Easy to use and understand
• Only a short training period is required
• Unrivalled Technical Support
• Short implementation periods
• Easily customisable to meet company specific requirements
• Instant access to all current and historical information.
• Can be linked to current operational systems.