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Customer Knowledge for Intelligent Business  
Online Tools

Customer Feedback Online Reporting

CFOR™ is ComSim’s paperless system for reporting, tracking, and bringing to resolution customer Issues. It is a web-based process that integrates the aspects of defining, assigning, analyzing, tracking and resolving all Issues that are reported.

The person who has experienced or who has knowledge of a problem reports the Issue online.
The system alerts the appropriate QA manager to the new entry.
The QA manager, using CFOR, assigns an Owner to be responsible for diagnosing the situation and finding a solution that resolves the issue.
The Owner may investigate the issue personally or, using CFOR, delegate the work to an Analyst, who performs the detailed analysis of the issue and defines a solution for the Owner.
The resolution must be fully acceptable to the QA manager before the Issue is closed.

Features of the process include:
  • QA oversight of Issues
  • Rules-based, integrated approach
  • E-mail alerts for key activities
  • User viewing of all Issues
  • Audit trail of all events per Issue
  • Searchability on all fields
Benefits include:
  • Faster resolution time
  • Searchable Issue Database for future reference
  • Efficient use of personnel
  • Improved customer satisfaction
  • Cost avoidance
A customer complaint is a priceless opportunity. Although it is human nature to seek compliments, concentrate on the complaints. In customer satisfaction research, the most enlightening and actionable information frequently comes from the least satisfied respondents.


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