Reliablity Management Solution

Telesuite Reliability Management Solution is a comprehensive solution for managing complaints from consumers and other business associates. The real-time visibility provided by the Telesuite Reliability Management System enables organization to track each complaint through its life cycle from recording and initiation to investigation, reporting and closure. Following the appropriate process to ensure that nothing slips through the cracks. The powerful analytics and reporting capability of the Telesuite Reliability Management System, helps managers to perform trend analysis and spot recurring problems to drive root cause analysis in a timely manner. Based on a complaint, managers can also trigger internal or supplier corrective and preventive action. Using this system, organizations can increase customer/consumer satisfaction and retention through improved responsiveness. Rigorous management of customer complaints also drives continuous improvement and regulatory compliance.


Complaint Recording and Routing: The Telesuite Reliability Management System enables organizations to initiate a complaint for a product or service coming from telephone. All crucial details and parameters about the product or as well as the incident are recorded. The system guides the user by dynamically enabling, disabling, mandating, or defaulting fields based on preset IVRS Menu. These capabilities boost efficiency and ensure accuracy of information. Depending on the complaint parameters, the case is automatically routed for investigation, response and reporting. Notifications are sent to relevant departments and personnel. Escalation mechanism is triggered based on severity and priority

Investigation and Response: Complaint investigation is driven by collaborative work-flows that ensure responsiveness by assigning investigative tasks to an individual or a team with due dates based on complaint severity level. References to information on products or services and related incidence support effective root cause analysis that can be entered as standard codes for problem, evaluation and conclusion. The investigation response with the proposed action plan is routed to complaints manager for review and implementation. Failure to complete the investigation in time leads to escalation.



Benefits of Reliability Management system



- Reduces complaints via prevention
- Improves the quality of the services to the community
* Resolves the problems internally before they become public
* Creates healthy relationship between consumer and the organization
* Reduce regulatory risk
* Enhances customer service