Emplas has added a new customer complaints procedure to its EVA customer portal to fast-track returns and complaints, and speed up the supply of replacements or fixes via the customer’s smartphone.
“We do our best to get things right first time around,” said sales director Jody Vincent, “But things can get damaged in transit and despite rigorous quality control procedures and our bar coding system, things can occasionally slip through the net.
“What’s critical at that point is that we get a fix or a replacement product in place as soon as possible and we minimise disruption to our customers.”
Accessible through EVA, Emplas customers can now register a complaint, upload an image, and request and trigger a replacement, through a single simplified process. This appears in a real-time customer service dashboard, and is immediately assigned to a member of the fabricators customer service team and processed. There’s also a clear audit trail so a complaint can be followed in the response process.”
The update moves the system away from reliance on email, also creating a new categorization process to make sure that the most customer critical responses are dealt with first. This includes new targeted response times, as well as fast-tracking of product through the production process.
Jody continued: “The changes that we’re making now make our complaints procedure simpler, while increased stability within our supply chain, will hopefully mean that our customers will have to use it less frequently. When they do, however, it will take up less time and get things resolved far more quickly.”
