Most organizations today use complaints handling systems that can only be changed or modified by either the IT department or the external supplier of the complaints handling system.
Situations change at an uneven pace; new problems might surface weekly, monthly or yearly. This results in complaints handling departments having to ensure their system, processes, and the data structures change to accommodate them.
All of these changes should be considered as BAU or Business As Usual. They should be handled by the Complaints Department, not the IT Department who have other more urgent and company critical activities to attend to.
Companies who have complaints systems that require their IT departments or an external vendor who supplied the system will be unable to respond to problems in a timely manner. In fact, locked down systems can only be accessed and changed by IT experts who are not directly involved in the complaints handling processes.
This means that simple system changes cost much more than they should, and require much more effort than they need and take much longer to complete. Complaints management representatives must send a request, receive a price, justify the change internally, receive approval, and then receive the implemented change after all of the companies other mission critical priorities are attended to first.
What companies don’t realize is that with a modern complaints handling system a good 80% of these changes can easily be made by the complaints management users/team leaders, offering a cost effective, time sensitive and all-round better solution to complaints change management.
Other, more complicated changes that require advanced help are less common, and thus are worth the longer process that goes along with IT Department or external vendor help. The 80/20 policy not only allows for Complaints Change Management autonomy, it also allows for those most familiar with the complaints processing to be able to change it whenever they need to and do so in the most cost effective way.
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The cost of not having autonomous complaints change management can be over $100,000 in unnecessary IT costs.