Total Customer Satisfaction Management System (TCS MS)

The Total Customer Satisfaction Management System (TCS-MS) implemented since 2003 has continually evolved to aid users in the recording, deployment, monitoring  and archiving of customer complaints.

Feature enhancements include deployment tracking and case acceptance by persons responsible to address complaints, with the data to specify dates the complaints were deployed, received and responded to.   Case updating in the current improved system includes visuals or images attached to the text updates.  Other enhancements were done on the reports generation system, further segregating complaints according to project or period.

The continuing implementation of the text feedback system, which is linked to the TCS-MS, has  generated faster  and better customer response, especially in the mall where customer traffic is highest. 

1. User creates case. Note that anyone with TCSMS account can create case.
2. System emails the coordinator that a new case was created.
3. Coordinator accesses the case and assigns Person Responsible for the case.
4. Person Responsible receives email notifications and text notifications on selected personnel who he has been assigned to handle the case. He then accesses the case and adds his remarks on the status of the case. If case is solved, he can recommend to the coordinator to close the issue. If Person Responsible fails to close the issue on the given due date, system will execute notifications below.
5. 1 day before case due date, system notifies the Person Responsible that the case is about to due.
6. On the due date, system notifies the Person Responsible and Coordinator that the case is due.
7. On every succeeding day, system notifies the managers that the case is over due.

*Click image to enlarge

The Company strives to provide immediate customer feedback for internal and external clients. Process cycle times have been instituted to provide enough lead time for employees to resolve issues and to set expectations for clients. The customer feedback mechanisms put in place encourage  interaction, thereby allowing the Company to improve its products and services and to resolve issues  and concerns in the most efficient manner possible.

The Company uses its internally-developed Total Customer Satisfaction Management System  (TCSMS) and text feedback system to elicit faster response to customer complaints. These systems track creation, deployment and resolution of complaints as well as generate reports for analysis.