FOR IMMEDIATE RELEASE
INTERACTIVEBLUE DEVELOPES NEW WEB BASED COMPLAINT SYSTEM FOR THE BETTER BUSINESS BUREAU.
Natick, MA - The BBB’s new Web Based Interactive Complaint Management System makes complaint handling faster and easier for consumers, businesses, and the entire BBB Operations department. The new system will benefit both consumers and businesses by offering a much more timely method of dealing with issues. In addition, the complaint form is easier to use while providing more detail in order to resolve the complaint to the BBB and the Business.
"With the new system, it will be possible to open and close a complaint in a single day," said Kevin J. Sanders, Executive Vice President of the Better Business Bureau, Inc. Serving Eastern MA, ME & VT. "It’s conceivable that a consumer could go to the website and enter a complaint about a company at 9:00 a.m. The company will almost instantly receive an email from the Bureau about that complaint, and can respond to the complaint immediately. Once the Bureau receives the company’s response, the complaint can be closed. All of this can happen in the same day, as opposed to the 42 it currently takes to open and close a complaint."
Consumers and businesses can do the following through the new web based complaint management system:
For Consumers
- Comprehensive Description of the Complaint Process
- File a Complaint
- View a Complaint
- Print a Complaint
- Enter Comments to a Business Response
For Business
- Comprehensive Description of the Complaint Process
- Complaint Summary Activity Report
- Search Form
- Sort Options
- View a Complaint
- Print a Complaint
- Enter a Business Response
- Enter a Response to a Consumer Rebuttal
Consumers are notified by email immediately that their complaint has been received by the Bureau. They can view their complaint in its entirety on the web from the moment it’s filed – no more "check back in 2 weeks to check the status of your complaint."
Businesses can easily view all complaints that have been filed against them and can respond immediately to any outstanding complaints. Again, the response is available immediately – they can see it has been added to the case as soon as they submit it. Businesses can also see their own statistics when they log in – how many complaints they have, how long it takes them to respond, and more.
The new Complaint Management System provides BBB staff new and enhanced tools to process, analyze, and report on complaints. This new system will increase productivity and provide more information for consumers and business. In the next several months the BBB will be enhancing the system even further with more detail for business so they can quickly identify specific issues within their operations that they should address. Also by December 2004 the BBB will display a brief description of each complaint and business response when people check out a company. In addition in late 2004, a new first of its kind in the BBB system, we will be offering a new service for consumers; Positive Customer Experience.
Visit the new complaint management system at www.bosbbb.org and click on complaints.
About InteractiveBlue
InteractiveBlue is a full-service Internet development company that provides a broad-based perspective on Web-based solutions to its clients. InteractiveBlue takes pride in fully evaluating the needs of its clients in order to help them meet short-term and long-term goals through Web-based initiatives.
About the BBB
The Better Business Bureau, Inc., is a non-profit, public service organization serving Eastern Massachusetts, Maine, and Vermont. The BBB provides free business Reliability Reports, Charity Reports, and other invaluable consumer information to the public. All BBB services are readily available on the Internet at >www.bosbbb.org.
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