Critical Review of PERSOLLO's Complaint Handling Issues

This presentation provides a critical review of the complaint handling issues faced by PERSOLLO, an Australian tech company. It analyzes the causes and effects of the problem and proposes an effective solution.

SBM4203 MANAGEMENT
INFORMATION SYSTEM
Assessment 2: Critical Review
Name of the Student
Name of the University

Index
 Introduction
 Overview of the Organization
 Description of the problem
 Organizational ethics to analyze the
problem
 Design of a change program
 Conclusion

Introduction
 PERSOLLO is an Australian based tech
company, which has been considered for
this assignment.
 The purpose is to identify a potential
problem within the organization or
business and analyze the probable
reasons, causes, and effects of this
problem.
 The paper proposes a change program that
can potentially address the issue

Overview of the
organization
 PERSOLLO is a Sydney based startup
company that typically specializes in
targeted social selling using artificial
intelligence and big data analytics.
 The area of operation of PERSOLLO
involves enabling the influencers and
brands to be able to concert their social
media engagement into potential sales
by one click buy checkout.

Contd..
 PERSOLLO solely specializes on using
data analytics and artificial intelligence
in order to empower various brands,
bloggers, influencers, artists and
freelancer to sell their creations and
works directly to their desired audience
anytime and anywhere.

Description of the problem
 Off late, the organization has started to
receive increasing number of customer/
client complaints
 Even though the organization solely deals
with customers with the help of digital or
social media and live chat, often times
customers may want to communicate over
a phone call and try to have a one to one
conversation with a personalized expert to
talk about a specific issue.

Contd..
 Poor accessibility may be another cause
where business has failed to offer
sufficient facilities and aids to the clients
who expected it.
 Few of their customers have tried to
express their concern on the company’s
tendency to ignore their customer’s
opinions

Organizational ethics to analyze the
problem
 It does not matter how minor an
employee or a person’s job is, he or she
directly or indirectly affects the quality of
customer service of an organization.
 Customer Code of Conduct is essential to
address the issue
 Customer loyalty framework to retain the
existing customers by establishing trust
relationship

Contd..
 Provision of quality service in a continuous
manner with an aim to improve the
organization’s reputation, enhance the level
of customer loyalty and increase the volume
of their customer base.
 Establishment of strict regulations, guidelines
and principles for acknowledgement of emails
and messages, comments and feedbacks and
deal with electronic submission and
complaint within 24 hours of a working day.

Change program to solve the issue
 A to-be model to include a set of activities
and procedures that are to be
implemented as part of the organization’s
core business processes to be able to
establish an efficient customer complaint
handling system
 Development of an information platform
that integrates the decision making
system and expert system of the
enterprise

Contd..
 The information platform enables
searching of historical cases and
references, share knowledge, trace
status and progress of customer
complaints or even formulate orders for
generating appropriate compensations.

Working principle of the proposed system
for complaint handling

Complaint reporting
 The main purpose of this module is to
summarize the received complaints and
operate the compliant approval
functions.
 It uses a complaint summarization
interface designed specifically for
accepting and approving the newest
compliant cases coming from each
branch or offices location in different
geographical areas.

Compensation diagnosis
 This module is typically subjected to
provide compensation recommendations
and keyword diagnosis.
 The system also includes a complaint
record function to help the company
staff in terms of handling the troubled
cases.

Complaint analysis
 The head of the branches will be
responsible for reviewing the quality of
customer service provided.
 Monthly statistical data will be
accumulated for comparison purposes.
 The system should be able to generate
the comparison data in an automatic
basis by performing exception analysis

Conclusion
 The paper has thoroughly concentrated on
the complaint handling issues faced by
PERSOLLO
 It implemented the customer code of
ethics to analyze the probable causes, and
effects
 An effective solution has been proposed,
that includes a customer complaint
handling system that could be
implemented for solving the problem.

References
 Bergel, M. and Brock, C., 2018. The impact of switching costs
on customer complaint behavior and service recovery
evaluation. Journal of Service Theory and Practice, 28(4),
pp.458-483.
 Cai, R. and Chi, C.G.Q., 2018. The impacts of complaint efforts
on customer satisfaction and loyalty. The Service Industries
Journal, 38(15-16), pp.1095-1115.
 Cambra-Fierro, J., Melero-Polo, I. and Sese, F.J., 2016. Can
complaint-handling efforts promote customer
engagement?. Service Business, 10(4), pp.847-866.
 Cui, L., Huang, S., Wei, F., Tan, C., Duan, C. and Zhou, M.,
2017. Superagent: A customer service chatbot for e-
commerce websites. Proceedings of ACL 2017, System
Demonstrations, pp.97-102.

Thank You