Grivence Redressal Software

What is Grivence Redressal Software?
Grievance Redressal is a management- and governance-related process used commonly in India. While the term "Grievance Redressal" primarily covers the receipt and processing of complaints from citizens and consumers, a wider definition includes actions taken on any issue raised by them to avail services more effectively Grievance Redressal System is a mechanism to receive and act on complaints and grievances reported by customers of a private organization or public citizens accessing a government (G2C) service. Grievance Redressal may be handled directly by organizations through their own websites or through call centers.

Grivence Redressal Software Challenges
Traditional Grievance Redressal mechanisms tend to fail, or are very ineffective, on account of some of these causes:
1.Unavailability or Difficulty to access means to report grievances, at times done so purposefully, or due to lack of priority
2.Lack of authority of PRO over relevant departments and executives in Government organizations
3.Disconnect of senior decision-maker executives with end customers
4.Non-motivation of front-end managers to forward negative feedback to higher-ups
5.Fear of citizens / consumers to report malpractice about officers with substantial authority
6.Inability of smaller private organizations to set up computerized mechanisms
7.Inaccuracy and spamming of feedback forms, driving false impressions
8.Delayed feedback acceptance, as feedback is taken after service has been provided, while corrective action may be taken typically during the delivery of service

Grivence Redressal Software Attempts
Paper-based Feedback Forms These are most popular and usually used by consumer service businesses, such as hotels and restaurants. They are less likely to be effective, as there is reduced assurance of their reaching the decision-making authorities. These also usually do not give any formal confirmation or tracking number to the complainant. Possibility of fake submissions also remains. Customers therefore have less confidence on such forms. Confidence can be strengthened if a central call center sends an acknowledgement of receipt of such feedback. Another possible reinforcement may be done by taking digitized input, which can be processed using scantron machines.

Grivence Redressal Software Solutions
Contact Us Links Websites of organizations generally carry the Contact Us page, which lists the email and phone numbers to use to submit any concerns. Many websites also provide a form to fill that automatically gets sent by email, with confirmation to the reporter. Customer-driven Feedback Websites Websites such as Yelp and TripAdvisor allow customers to post grievances and recommendations about organizations from personal experience. Designated representatives of these organizations have the option to respond to such communications, though these responses are often just standard text. The feedback also tends to be subjective and unlikely to be auto-sorted and forwarded for action. Organization-oriented Portals Organizations can subscribe to grievance redressal portals such as ActPlease.com to invite their customers to report their grievances and request action. As such portals are configured by the organizations themselves, they can ensure that complaints are directed properly. ActPlease, being a third party site, handles anonymity of the reporter from the organization when necessary, while ensuring the genuine nature of the person, through SMS verification. Such SaaS Portals are easy to use and easily affordable for all organizations including SMEs, while empowering them with the latest tools such as Mobile Apps and Customized Websites. Custom-developed Ticketing Systems Large organizations involved in customer service set up their own ticketing systems with similar features as the SaaS portals, but with greater customization in the processing of grievances. Examples of such organizations are Bharat Sanchar Nigam Limited and Torrent Power. Large-scale ERP software, such as SAP and Genie also provide facility for setting up ticketed grievance redressal and customer support systems.

Grivence Redressal Software Usefulness
Organizations define their own process flows for grievance redressal. These are rarely made known to the public in case of private businesses; governments and non-profits usually share voluntarily or by mandate the hierarchy of officers responsible for taking corrective action. Some organizations maintain a custom-developed ticketing software, while others count on SaaS Portals such as ActPlease.com. Feedback Portals such as TripAdvisor and Yelp are driven by consumers, and organizations / businesses have the option to join and participate.