CRM at the heart of DIGIPARC’s quality policy

As part of improving the quality of our services, we have implemented a relationship management tool with our customers through the automation of complaints management processes.

 

This new procedure is part of a relational perspective of the exchange which aims, on the one hand, to increase the satisfaction, commitment and trust of our customers, and on the other hand to improve the quality of DIGIPARC's after-sales service. This management is of particular importance in our sector, and offers an environment that is flexible, controlled and centralized for managing requests for improvement or adjustment of application functionalities.

 

This new system is available to all of our customers through DIGIPARC, where the user can access an interface which allows them to edit their complaint and monitor its progress. This makes complaints easier to file, faster and better processed.

 

We propose to characterize a complaint around three concepts: the issuer, the reason and the nature of the request. And we define the complaint as an improvement, adaptation, specific development or bug, originating from the customer and intended for the technical team, which will be responsible for the analysis, feasibility study and processing of the complaint.