Business Intelligence

Complaints Management System

Querecon is a complaints management system developed specifically for financial entities, which brings together all information relating to a complaint or query from a customer, as well as statuses, workflows and related documents, in a single file. Many Spanish financial entities are already using this solution developed by Ayesa.

The system can be accessed via a web browser by all the departments involved, thus allowing them to work together to find a solution and to access information on complaints received.

It can also work with social networks, turning them into another channel for customers to be able to submit their complaints or queries.

Workflows
Querecon automates changes to the status of a file, offering users the following options.

If a change in status involves contacting the customer by email, Querecon generates this automatically using templates.

Different file types allow for different workflows, each one adapted to the specific features of the type of file in question.

The system allows different categories of files to be identified for creating reports, so that supervisory bodies can be provided with different information on the entity, group companies, etc.

Document Management
The system automatically generates letters and communications to send to customers, allowing for documents to be edited in Microsoft Word via a Microsoft Office plugin.

It also features a digital repository containing all the documents relating to a file which have been generated by the system itself or included as external documents.

It allows automatic resolution assistance.

It also allows for the creation of resolution patterns based on the causes of complaints, as well as the products involved.

It provides information on the progress of resolutions for complaints by product and/or cause.

Monitoring of Deadlines and Collaboration
The system shows whether deadlines have been met for open files in a visual way.

The user is alerted if deadlines for revolving a complaint are not met.

It also automatically identifies individuals who make frequent complaints.

It manages queries made to other departments, including automatic monitoring of deadlines for responding to such queries, in an integrated way within the file itself.

Reports and Statistics
The system automatically generates reports for supervisory bodies.

It allows data to be easily exported for external use.

Models of Use
Business Process Outsourcing (BPO)

Partial or full outsourcing of the service using Querecon as a work, report and supervision tool for the service.

Software as a service (SaaS).

Charge to use the tool. This is a system which is hosted and maintained by Ayesa.

On-premises installation

Installation of the system on the technological platform of the entity.

  •  Workflows

Querecon automatiza los cambios de estados de los expedientes, proponiendo al usuario los siguientes pasos a realizar.

Si un cambio de estado implica la generación de una comunicación escrita al cliente, Querecon lo genera automáticamente a partir de plantillas establecidas.

Mediante el uso de distintos ‘tipos’ de expedientes se puede trabajar con distintos WorkFlows de trabajo, cada una adaptado a las distintas características.

Permite diferenciar clases de expedientes para la generación de informes, de forma que se pueda reportar a los organismos supervisores de forma diferenciada información de la entidad, de compañías del grupo, etc.

  • Gestion Documental

Implementa la generación automática de modelos de cartas y comunicaciones al cliente, incluyendo la edición integrada de los documentos desde Microsoft Word mediante un plugin específico para Microsoft Office.

Incorpora un repositorio digital de toda la documentación asociada al expediente, generada por el propio sistema o adjunta como documentos externos.

Permite la asistencia automática a la resolución.

Posibilita la creación de patrones de resolución en función del producto reclamado y el motivo causante de la reclamación.

Presenta información sobre la evolución de las resoluciones realizadas en reclamaciones relacionadas por producto y/o motivo.

  • Control de Plazos y Colaboración

Permite visualizar el estado de cumplimiento de plazos de los expedientes abiertos de forma visual.

Incorpora un sistema de alertas de incumplimientos de plazos de resolución.

Identificación automática de reclamantes habituales mediante la detección de reclamaciones reiteradas.

Gestiona de forma integrada en el propio expediente electrónico las consultas a otros departamentos,  incluyendo control automático de plazos de respuesta a consultas.

  • Informes y Estadísticas

Generación automática de informes a los Organismos Supervisores.

Facilidades de exportación de datos para su explotación externa.

  • Modelos de Explotación

Business Process Outsourcing (BPO)

Externalización parcial o completa del servicio utilizando Querecon como herramienta de trabajo, de reporting y de supervisión del servicio.

Software como Servicio (SaaS).

Pago por uso de la herramienta. Sistema alojado y mantenido por Ayesa.

Instalación On Premise.

Instalación del sistema en la plataforma tecnológica de la entidad.

Location
Spain

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