Our work for: Inchcape

Customer Complaints Management System

Dealing efficiently with a complaint has a huge impact on the customer and their perception of your brand. For Inchcape it was important to get it right for their customers, while also having a system that could do the reporting needed to meet their legal and regulatory obligations.

The challenge

To create a system for customer services teams across the UK to manage and resolve complaints.

Sector

Retail, automotive

Customer

Inchcape is a leading, independent international automotive distributor and retailer operating in 31 mature and emerging markets. They have diversified multi-channel revenue streams including sale of new and used vehicles, parts, service, finance and insurance.

The project

To manage their customer complaints, Inchcape’s Retail division had been using a licensed software tool that had been adapted for them. However, as the license fee increased they decided that a bespoke system would give them better value for money.

Since we provide the Inchcape IT team with maintenance support and extra development capacity as and when they need, we already knew their systems and their business so were a cost-effective choice to develop and integrate the new system.

The result

The secure web-based system is accessible to all customer service agents. They use it to log calls and emailed complaints and manage and track how they are resolved.

It gives managers a clear history of the complaint and can provide all the reporting that is required by trade bodies that monitor their performance and how they are meeting legal obligations in terms of customer complaints.

"Purple Crane have worked closely with us for over 10 years now, implementing major enhancements to existing systems and developing small systems for us. I continue to be impressed with their ability to understand my customers' needs and convert them into working systems, with their quality and with their flexibility when it comes to project schedules. They have grown to become a vital part of the extended development team here at Inchcape."
Graham Newton - Head of UK Software Development, Inchcape
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