Complaint Handling - Advantages

What are the advantages of online complaint-handling systems?

The key advantages of Juripax’ complaint-handling system are:

• Enhanced effectiveness and saved time and money: the use of ODR technology in complaint-handling processes can be an important tool to assist complainants as, more often than not, they have no insight into their legal rights when they come into conflict with a supplier or with governmental institutions. Because of this, some clients give up defending their rights, whereas others hold on to their conflict – some of them irresponsibly and always at relatively high costs – when they opt for legal proceedings;
• Streamlined back-office functions and automated routine tasks: Juripax’ state-of-the-art complaint-handling technology facilitates taking the time and money that are not spent on routine tasks and applying it to primary tasks or cases where the specialty of complaint-handling services’ representatives is needed more;
• Increased Participation through a setting that is perceived as safe and neutral: technology (coming across as more “neutral”) facilitates more-structured communications and provides a secure neutral environment for claimants to engage and tell their side of the story, stimulating constructive dialog rather than argument and fostering a problem-solving attitude;
• A comfortable and safe environment: many claimants feel more at ease with the privacy offered by the Internet or with textual and delayed means of communication, avoiding stress and destructive communications that occur in emotional live communications;
• Uninterrupted access with 24/7 availability: suiting today's busy lives with the at-your-own-pace flexibility and convenience of online collaboration, expediting resolution and enhancing transparency;
• Increased focus on conflict prevention: at an early stage, stakeholders are given the opportunity to assess the legitimacy of the claim or case, explore underlying interests and evaluate both the preferred as well as second-best outcomes: As the ABA Taskforce Report (2002) concluded: “effective complaints handling is more important than effective third-party dispute resolution”.