The new, digitized complaint process
Our goal is to speed up the dialogues with our customers with special focus on the quality of the communication. This goal is supported by the introduction of the new IT system, E-claim which runs and interacts with various systems, and which also digitizes the corporate complaint process and makes it transparent and easy for both parties to use. Reducing complaint costs is also high priority: E-claim also meets this expectation and has resulted a number of positive customer feedback since its introduction.
We have been operating with the renewed, digitized complaint system since June 1, 2020. The introduction of this system was preceded by a multi-month process and system demand survey, the application of the workflow process development method, and a thorough testing and training phase which resulted the current flexible operation.
The E-claim system opens a new chapter in successful complaint management, promoting informative, cost-effective and time-efficient