Functionality of the System includes:

• registration of complaints and praises collected from all communication channels that are available with the client,
• defining a number of units responsible for leading issues. This depends on type of issue and eg. type of the product that issue concerns,
• explanation of issues in many threads simultaneously,
• delegating tasks - by unit that leads issue to units that are in essence responsible for the task (eg. Accounting, IT),
• defining SLA times for issue and all tasks separately,
• full control of tasks realization in issue by leading unit,
• reminders generation, when danger of exceeding of fixed SLA times occurs,
• continuation of issue after its closure - from a perspective of client in order to remove the cause of complaint i.e. error in IT system,
• storage of full documentation processed during issue service (e-mail, electronic documents, scan of documents etc.),
• integration with external systems in order to: download additional data about client from main record, and archive key information to central documentation filing system,
• qualitative and quantitative reporting of issues and tasks.

Functionality and automatization of handling complaints process in Software Mind Complaint Management System allows to decrease expenses and potential losses resulting from exceeding fixed times assigned for complaint consideration. Moreover, the System effectively supports processes responsible for improvement of quality of provided services.