Customer Query Management System
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- Proposals: 2
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- #78125
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Description
Experience Level: Intermediate
We operate a retail business selling both national and internationally. We are in need of a system to help us manage our returns process; its needs to be efficient by helping us resolve returns issues quickly, while being useful in providing us data/reports to identify the root causes of returns.
The ideal system would deliver the following:
- customers to log in via the internet and request a returns authorisation, listing the items they would like to return and the reason (selecting from a pre-set list of reasons)
- The returns request is received and considered
- If granted, we authorise the return, and the customer receives an email with the returns authorisation reference (automatically generate)
- Returns authorisation to expire after 60 days
- Once returns are received, we need to be able to ‘tick off’ each item on the RA to confirm receipt
- The customer is able to log in see what stage the return is i.e., waiting for goods, received but not checked, credited (giving them the credit note number, and a pdf copy)
It would be ideal if this system could be integrated with Torex Retail to track the percentage of sales being returned, and with Sage to track when the returns credit is issued.
Currently invoices are issued in torex and credits issued in sage. I am hoping to integrate the two systems at some point.
My requirements above is what I would like to have, however feel free to put forward your suggestion/recommendation about the CQM system. I imagine that this database would be MS access, but that is for you to decide.
Bear in mind that we may want to use this system for other query types in the long run
Please include an estimate of how long this will take
The ideal system would deliver the following:
- customers to log in via the internet and request a returns authorisation, listing the items they would like to return and the reason (selecting from a pre-set list of reasons)
- The returns request is received and considered
- If granted, we authorise the return, and the customer receives an email with the returns authorisation reference (automatically generate)
- Returns authorisation to expire after 60 days
- Once returns are received, we need to be able to ‘tick off’ each item on the RA to confirm receipt
- The customer is able to log in see what stage the return is i.e., waiting for goods, received but not checked, credited (giving them the credit note number, and a pdf copy)
It would be ideal if this system could be integrated with Torex Retail to track the percentage of sales being returned, and with Sage to track when the returns credit is issued.
Currently invoices are issued in torex and credits issued in sage. I am hoping to integrate the two systems at some point.
My requirements above is what I would like to have, however feel free to put forward your suggestion/recommendation about the CQM system. I imagine that this database would be MS access, but that is for you to decide.
Bear in mind that we may want to use this system for other query types in the long run
Please include an estimate of how long this will take
Sean G.
100% (2)Projects Completed
10
Freelancers worked with
10
Projects awarded
56%
Last project
10 May 2019
United Kingdom
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