This is a delicate activity because “to register a protocol” correctly, which means to promptly identify your customer request, represents the focal point of the after-sales service. Forwarding the protocol to the correct field, carefully identifying and reporting any critical complaint, can make the difference in terms of solving time with a strong impact on the efficiency perceived by the customer. We are able to effectively manage all communication channels (email, fax, pec, web) verifying the presence of any repeated complaints or any massive complaints in order to give an appropriate assessment of the back office team hired in the process. Our service is completed by easily embeddable in your CRMs systems, able to manage communication systems towards the customer and on tracking working-process.
The management of the customers’ complaints includes the resolution of one or more issues, forwarded by the customer in written form. Once having acquired the complaints via fax, e-mail and registered post, our high-performing operators, updated on all themes and actions to accomplish according to the existing legislation and in accordance with the policies defined by the applicant Company, solve the controversy, limiting the resurgence of the same problem over time and restoring the situation of the customer, allowing him the fruition of an optimal service. These actions produce a virtual embankment towards any additional costs related to legal repercussions and bad press.
Our CRM, realized and personalized for every casuistry, is able to provide useful data in order to understand what are the major fields in which these complaints episodes occur, giving interesting intervention and improving points of many different working fields.
A valuable support to your after-sales network, an effective and integrated audit on processes, a reliable real-time reporting on specific dashboards, an immediately operative and easy to use plug&play system: you will always be able to have control on your company wherever you are, make yourself comfortable, we will take care of the rest… Trust us, we give you more!
The management of the legals’ complaints includes the resolution of one or more issues, forwarded by a legal hired by the customer, in written form, through the channels: fax, e-mail, PEC mail and registered post. In this field, we provide you a team of legal issues specialized operators, with specific skills in legal profession. Our operators, through the interactions with the legal hired by the customer, develop a solution for the dispute oriented towards a positive result, limiting in an effective way the transfer of the case in legal redress. The actions set on the customer, and the arguments used, are provided under current legislation and in accordance with the policies defined by the applicant Company, thanks to a constant update of the operators belonging to our legal team. All the interactions and the results conferred by the bargaining with the legal, are constantly reported and monitored on our specialized CRM, that provides the results of the processes real-time and allows a simple-consulting storage of the signed and registered agreements by both parties, that is to say: the legal and the operator designated to handle the complaint, as a guarantee of the closure of the occurred bargaining.
The Joint Conciliation service is a procedure aimed at the resolution of the customer’s complaints, without legal implications. The Joint Conciliator assists both parties and handles the dispute for the purpose of resolving it positively, moving towards the achievement of a satisfying agreement for both parties. Our structure is provided of a team of certificated and officially recognized Conciliators, that have achieved the certificate of Joint Conciliator after having attended specific training courses. Professional profiles have been selected according to educational standards and experiences, in order to carry out the activity of conciliation with highest standard of competence. The qualities and the professionality proved, have allowed the onset of profitable working relationships with Consumers’ Organizations.
The AEEG Conciliation service has been introduced by The Authority for Electricity and Gas on April 2013, it represents a simple and fast procedure in order to solve the controversies arisen between the customers and the companies involved in electricity and gas retail. Provides the intervention of a conciliator who assists the parties promoting the achievement of an agreement in order to end the controversy. This procedure takes place between the customer or his delegate, the seller and/or the distributor of energy involved and the conciliator in the guise of intermediary. The Service is handled by the Single Buyer on behalf of the Authority, it is free and takes place on line through a web meeting between parties, in accordance with European legislation on energy and on the alternative resolution of controversies. i.NEXTRA provides highly qualified staff with years of experience, together with real time reporting systems on dedicated platforms and customized help desk services, useful for the parties involved.
The management of the Writ of Summons consists on the management of the writ of praecipe or of summons or the cease and desist order, regulated by Article 480 of the C.P.C. (Code of Civil Procedure) notified by the party with a written act. Our structure is provided of a specialized team, dedicated to the management of the Writ of Summons, that makes the preliminary analysis of the case, drawing up the necessary documentation useful for the resolution of the dispute, in order to close the dispute in an extra-judicial phase. The competence and the professionality of our team, guarantees the achievement of an agreement for both the parties, reducing the costs resulting from the opening of civil cases.
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