A system for handling complaints linked to a separate process for handling online reviews
Posted: Wed Jan 29, 2025 4:32 am
At the stages of “Transfer to dealer” and “Control of satisfaction processing”, a whole complex system takes place (measurement workers, shipments, booking system, application closure).
Special tab in the CRM system: "Dealers"
The peculiarity of dealer networks is that many dealers do not slovenia consumer email list want or do not know how to work conscientiously, and therefore they need to be constantly monitored, especially if they are not single-brand dealers (multi-brand dealers are those that sell not only your products). There is a need to monitor how well they process orders. So, when we implemented our web analytics in dealer networks, we immediately uncovered cases of "slipping" competitors' products to customers, missed calls and rudeness on the phone.
Dealer rating: making the network work!
What is included in the concept of dealer rating? It can be any set of conditions: has he really completed some training courses, does he really receive the required number of calls without missing them, does he have certified installation, does he have the required number of personnel in the region, etc. Any scoring (point system) can be made, depending on the results of which orders are distributed among dealers differently (for example, the higher the score - the higher the percentage of orders).
261-18.jpg
Herewe talked about how to truly systemically organize work with reviews on the Internet. The system works on the basis of special tables and, oddly enough, on the basis of manual work, because no one has yet learned to automatically work with reviews and cluster them by types of problems and types of reviews themselves.
Special tab in the CRM system: "Dealers"
The peculiarity of dealer networks is that many dealers do not slovenia consumer email list want or do not know how to work conscientiously, and therefore they need to be constantly monitored, especially if they are not single-brand dealers (multi-brand dealers are those that sell not only your products). There is a need to monitor how well they process orders. So, when we implemented our web analytics in dealer networks, we immediately uncovered cases of "slipping" competitors' products to customers, missed calls and rudeness on the phone.
Dealer rating: making the network work!
What is included in the concept of dealer rating? It can be any set of conditions: has he really completed some training courses, does he really receive the required number of calls without missing them, does he have certified installation, does he have the required number of personnel in the region, etc. Any scoring (point system) can be made, depending on the results of which orders are distributed among dealers differently (for example, the higher the score - the higher the percentage of orders).
261-18.jpg
Herewe talked about how to truly systemically organize work with reviews on the Internet. The system works on the basis of special tables and, oddly enough, on the basis of manual work, because no one has yet learned to automatically work with reviews and cluster them by types of problems and types of reviews themselves.