Complaints information is more important than ever, helping organisations to drive real service improvements. Through use of a modern intuitive system such as Cirrus, organisations of any size or industry can lighten the load of their complaints management.

1. Lighten the load of
complaints management

2. Is there room for improvement in your complaints
handling?
Complaints information is
important for any
organisation. Before you can
improve, you need to know
where you’re going wrong.
Complaints handlers are often hampered by
poor systems that are stuck in the past and
vendors who are thinking only of their profits,
rather than what you actually need.

3. The spreadsheet paradigm
Many complaints handlers
live in a nightmarish world of
spreadsheet overload.
Spreadsheets are useful to begin with, but
over time they become difficult to manage
and slow.
• What happens when more than one
person wants to edit a spreadsheet?
• How can you tell who did what, and
when?
• And if your spreadsheet gets corrupted,
what then?

5. The spreadsheet paradigm
With Cirrus all your
spreadsheet problems go
away.
Instead you get a flexible system that:
• multiple users can access and edit
• works out all of your deadlines for you
• allows you to assign complaints to
specialists
• has in-built reporting
• includes regular back-ups
• works anywhere

6. Beware those pesky outside influences
Some companies find
themselves forced to work a
certain way because of
outside influences.
Vendors end up dictating your IT setup by:
• Telling you what software you’re allowed
to run in so it doesn’t cause clashes with
their software and causes them support
issues.
• Making you use a particular (costly)
flavour of hardware that is usually
confined to office use only.

7. Beware those pesky outside influences
This way of working is old-
fashioned and inconvenient,
and will one day go the way
of the dinosaurs… the
sooner, the better!
Cirrus only requires an internet browser and
access to the internet. That’s it. It can be
any browser on any device, and the internet
connection can be as slow as 3G.
Cirrus will adapt beautifully to any device.
This is known in the trade as ‘responsive
design’ and is the cutting edge of thin client
software.

9. The great vendor hei$t
Vendors often try and sell us
the old ‘we can do it, but it’ll
cost you’ scenario.
Typical Vendor: “We’ll send over a
consultant in a month’s time at £2k a day.
Two weeks should be enough time to figure
out exactly what you need. Then it’s just a
matter of customising the new module for
you, for a small fee of course, then installing
it and adding the module cost to your yearly
license fee. Around £60k should cover it all”
Does this sound depressingly familiar?

10. The great vendor hei$t
Ok this is an exaggeration,
but the people we meet tell
us that they’re sick of being
ripped off by vendors.
We’re not like that
All customers get the same version of
Cirrus, they just customise it themselves -
picking the categories and timescales they
want to use not what we tell them to use.
It’s really easy to do, so there’s no need for
consultants or computer science degrees.

11. Time and the window of embarrassment
You can’t be seen as a
dynamic customer-centric
organisation if you’re
demanding customers put
their complaints in writing or
put up blockades to make it
difficult for people to
complain.
Delays in handling customer complaints
means simple issues can become more
complicated and impact on your reputation.
Being responsive doesn’t come easily for
some, but issues can quickly escalate if
they’re ignored.

12. Time and the window of embarrassment
Cirrus is designed so that it
can be used out in the field
at the point of contact.
Cirrus is fully mobile, meaning there are no
excuses not to capture complaints early.
If complaints are logged at first line, then
this means that there are no delays, and
therefore managers and complaints teams
can get to work straight away. This
minimises the impact on the organisation
and to the customers.

14. Best practice? Says who?
Some organisations are
amazingly good at dealing
with complaints and driving
forward customer
satisfaction.
Other organisations prefer to bury their
heads in the sand and would rather pretend
that it isn’t happening.
What type of organisation are you??

15. Best practice? Says who?
If you’re happy with your
current processes, Cirrus
can be easily configured to
support what you’re doing.
Your staff will follow your
own processes without them
even know they’re doing it.
But if you don’t have a mature set of
processes, or want to simplify things a bit,
we can configure Cirrus for you. We’ll set it
up to follow our own recommended straight-
forward processes.

16. Welcome to the 21st Century
When we designed Cirrus
we knew that the landscape
of IT was shifting more
rapidly than ever before.
Organisations are making big progress by
giving their staff access to a mobile office.
Technology, and the incredible success of
the smartphone (and now tablet) are the
driving force behind this.
And the internet is the tool allowing all of
this to happen…

17. Introducing the mobile workforce
Cirrus is a web app,
meaning it is actually a
website with a responsive
design.
You can run it on any device you like
however weird or wonderful.
There’s no waiting for downloads either, just
click a hyperlink to get started.
This means that you’re no longer chaining
staff to their desks because your software
says so.

19. Front line saves you time
With a mobile workforce you
have the capability of
capturing complaints out in
the field, that’s what we
wanted to achieve with
Cirrus.
By capturing complaints on the front-line the
process starts quicker, as you’re not waiting
for a complaint to come in by
snail-mail.
The sooner the process starts, the more
reactive you appear, and the better your
chance to resolve a complaint quickly.

20. So, what about your central team?
Using Cirrus allows your
central complaints
management team to get on
with what they do best.
Our current customers have seen a massive
reduction on paper pushing and reports
gathering.
They now have the ability to keep an eye on
what’s going on in real-time, meaning
potentially embarrassing incidents are dealt
with before they become a problem.

21. Sitting on a cloud
What is ‘the cloud'? Simply,
it means storing your data
off your network.
Most organisations are looking to cloud
solutions as a way of reducing both costs
and hassle.
Cirrus takes care of everything: software,
data, security, training, support.
Your data is backed-up daily and sent to our
separate disaster recovery site… just in
case!

22. Make decisions due to facts not whims
Previously companies had
no idea of how many
complaints were upheld.
Cirrus enables changes to be made based
on facts and statistics rather than
guesswork.
Examples of changes include:
• Policy changes
• Training
• New systems

24. Visit www.cirruscomplaints.net for more information about the
system, and the team behind Cirrus.
Follow us on Twitter: @Cirruschs
https://www.linkedin.com/company/cirrus-complaints-handling-
system-places-for-people-
Find out more…